NSFAS OUTSTANDING FEES AND REFUND

I had a very bad experience with this institution. My sister was funded by NSFAS for her duration of her studies. When she was supposed to graduate she was told that NSFAS did not pay and is owing 10000.00 when we asked what the amount was for they said it was for accommodation. My question was why was she not evicted by the landlord if NSFAS did not pay that amount no one could provide me with a proper explanation of this. Now I have had to take out a loan to pay the remaining fees since she cannot apply I would also like to request for a refund this is absurd.