Incorrect payment allocation

On behalf of my Mother:

She paid her account at the Lewis branch in Umtata on the 29th of June 2018, was told the system is offline and yet the money was taken and a manual receipt number P995951 was given to her.

When she went to the store on the 14th of July 2018, she was told her account was in arrears, whereas she had paid, upon inquiry she was told the money and receipt number is appearing on another customer named Siphe Mbangwa allocated to Siphe on the 30th of June 2018.

The staff at the Umtata branch has not been helpful at all starting from a manager called Betty, Even today my mother is stressed that her account has not been sorted out, she is coming from the store the 5th time now.

Please allocate the funds to her account, the agent assigned to her case asked for the receipt on the 31st July 2018 and it was faxed by my mother the following day, up until this day the case is not resolved.