Academic transcripts/letter of completion

The service from this institution has been shocking in the past couple of days. My sister has now completed her degree but no one at the school is able to print/provide her full academic transcript nor are they able to provide a letter confirming her completion of the course. In fact, they have now blocked all her results, citing finances, and yet the finance department had earlier confirmed that her account is all paid up (with some money actually being owed to my sister)!