****med by PEP money transfer

Pep money transfer is a ****, my mother did a transfer on the 26 October by some reason the cash was blocked. We were told to call the call center for assistance so that they unblock the cash they told us it will be ready in 5 days, 5 days came and went we called again and were told to wait another 5 days they had system issue's. It's passed 15 days now and every time we call we are told to wait. What happened to the money only they know.