Why is George Mason refusing to give credit where credit is due?

My mother and several folks she personally knows have finished their masters degree requirements, and George Mason University (GMU) is now refusing to give these folks their degrees and teaching certifications. In addition, GMU is refusing any attempt at communication to resolve this problem. This has been going on for a while, and I want to let students out there know that there is no guarantee that when they finish their study requirements, they will receive their degrees despite what their counselors say. I do not understand how an institution of higher education expects to maintain a good reputation while mistreating its students.