Payment Failed

I paid my mothers TFG account through the TFG website on 02/02/2020 an amount of R1000. I received notification from my bank that funds were taken but they keep sending my mother messages that she has not paid them for Jan. I contacted my bank and they say payment was successful and I even sent them a bank statement showing payment made on 02.02.2020 - I sent it to ***. They responded by saying the payment failed and I need to make another payment. Please can this be sorted out ASAP as I am unwilling to make two payments for the same month.

My contact number is *** Zandi Mbatha The account number is *** belongs to my mother Lindiwe Mbatha