ASBA refuses to help after taking money from a 16-year old boy

We recently opened an account for my son who is now 16 and he was excited to use the ABSA app on his phone and be able to make transactions. However, Friday 7 July, more than a week ago, he made an instant payment which did not go through. He repeated the action 3 times each being declined until the money finally went off. The ***** department called to verify that the payment was valid, which was great. However, the money never reached its destination and has still not been transferred to the beneficiary. We have called ABSA several times but they have not resolved the issue. We went into the Lifestyle Center branch in Centurion but they were not prepared to help us because my son did not have his ID card on him. But yet when you call they verify you by asking other questions and your ID card is irrelevant. ABSA is antiquated and has appalling service. The money has still not been returned or paid but we had to repay the beneficiary. Furthermore, the ABSA app on my son's phone does not work, one just sees a spinning wheel, so he no longer has access to his money. I am not able to assist as my signing privileges have been removed and I no longer have access to his account so that he can transfer using my app. To reinstate this they need my entire pedigree when we discontinued it 2 weeks ago and everything is already on their system.