We Want Our Money

This is definitely a ****,my Sister won R400 539.83 today,then after few minutes the balance was R-50,81 We contacted the call center,the consultant said it was a system error on their side and the money will be loaded /refunded back into the account by 22:00.The Supervisor "Lotang" said that the issue is with Management. We have the screenshot of the balance in the Account and would like to further escalate this matter because its emotionally traumatizing .He could not be bothered to assist us and even now we awaiting for the money. Can someone kindly intervene and help us to be paid what is fairly due to us