Help with clearing URGENT

Basically my friend had Queen Mary as her insurance, she missed her offer for her firm and insurance. Queen Mary has messed her about for over a day and basically she has now just been told that they have rejected her but the decision has been sent to their central administration. However, for some reason they say her application has become "stuck" and so the decision cannot be sent to UCAS. UCAS says they can't do anything about this.
She has a clearing offer from another university which expires soon. How can she enter them as her firm?

She needs to phone UCAS and explain the situation, and get them to contact Queen Mary and sort out whatever the blockage is. If that doesn't work, keep contacting Queen Mary until they sort it out.

In the meantime make sure she has confirmation of the Clearing offer - preferably by email, while you wait for it to be sorted.

Have she tried presenting the uni with evidence of ucas and queen saying that it's stuck? Maybe the unis will give her more time if they saw the evidence.