ABSA PAYSHAP

On the 31st of October our business made payment to a Standard bank account using Payshap. There was a payment failure status, despite that funds were deducted from our account and the recipient did not receive the money. We called the bank immediately as we were struggling to access the proof of payment letter, a consultant informed us that there was a system error and we needed to make the same payment again. The ABSA consultant also advised that the initial funds would be reversed/"bounce back" shortly. It has been 8 days and the funds have not reflected back into our account. We sent an email to *** and we have not received solid feedback from anyone. We went to The Glen Absa branch hoping to get a solution, instead we were given a phone to call a consultant who also advised us to send an email. At this stage it seems like money has just disappeared and no one is interested investigating or assisting with the issue.