Orchards spar don't want to refund my mom her money for services

Greetings

It's orchards spar I can't find it on iam so disappointed my mom payed services to them (tshwane ) and it only reflected to them not to tshwane then when she went to tell them they said they must investigate and they will get back to her after 2 days then she went personally they gave her case number how because she has proof and it reflected she has been going there but no help was given to her yesterday again she went back they told her she must wait for 12 weeks in the meantime the bills keeps going up because they should have given her the money to go pay at tshwane without any problems now she keeps borrowing money because spar orchards don't wanna assist they keep saying it is being investigated