Unauthorized transactions or other transaction problem: Money transfer, virtual currency, or money service

I am writing regarding my appealed dispute involving a $10000.00 Pay a Friend transfer with sofi bank. The transfer was sent to my mothers phone number, which I verified was entered correctly. My mother did not receive, claim, or otherwise access these funds. Despite this, I was informed that the funds were successfully claimed and my initial dispute was denied. Given the amount involved and the fact that the intended recipient never received the funds, I requested a detailed review of this matter. Specifically, clarification regarding : The date and time the funds were claimed. The method used to verify the claimants identity. Whether the claimants information matched the intended recipient. Whether the phone number was already associated with an account at the time of the transfer. The evidence relied upon in denying my dispute. I respectfully dispute the conclusion that the funds were properly received by the intended recipient. My mother did not claim the payment, and I am requesting a thorough investigation and a written explanation of the findings supporting the denial as well as refunding my $10000.00 as soon as possible. This money was to fund my moms move across the country. She is elderly and living on social security. We dont have $10000.00 to throw away. Thank you for your attention to this matter.