Absa Cashsend / ChatWallet *****

I usually send a cashsend to a colleague in order to pay wages to my workers. She is usually able to withdraw the cash from an absa atm just fine. On Thursday 28th March 2024, I did a Cashsend on the absa app as per normal (large amount of money). She got an invite to 'ChatWallet' on her WhatsApp, not the usual 10-digit pin to withdraw the cash. She attempted to follow the prompts and it didn't go anywhere, 2 days later, still not able to access the funds apparently in the Chat wallet, and unable to reverse the 'CashSend' now as it was 'redeemed' by the chat wallet??? but the chat wallet is not working on the recipient side despite following all the prompts. Tried calling and speaking to numerous consultants at the internet and chatwallet and even ***** helpline, with no positive outcome. 2 days later I am still unable to pay wages, the money is nowhere to be seen on any balances anywhere. It seems all the departments are not taking any responsibility and forwarding me around.

1. Why roll out a 'feature' in secret and disguise it as "cashsend" on the app, why not just add a new option for "chat wallet"? This feels like a phishing **** just in its nature. I requested to send cash to someone. No notice on the app displayed to tell me of the change of behaviour.

2. I was charged normal Cashsend fees on these 'Cashsends' which are already expensive.

3. Consultants say the only way to solve this is for the recipient to go into an Absa branch to get this resolved. However the recipient is not even an absa client, and this was supposed to be a cash transaction.

I would like someone urgently to reverse the money and the fees back into my account so that I can pay these wages a different way, otherwise I am going to have to take this further and report this as ***** to powers higher up.