Money not received by recipient for a surgey

I did two transaction on the 1st of March for my mother's surgery only one transaction was received which made my mom to not go to surgery when you call you only get excuses since from that day I have been calling with no assistance the keep on telling me that the finance department is looking to it my mother surgery is moved to Monday and still the money haven't reach her the death of my mother will be on mama money worst customer service and they are worst problem solver