Bad service at Absa maluti crescent

Last year October I sent someone money using Pep money transfer, receiver went to withdraw at absa atm in Maluti crescent, however, he says atm did not dispense and after several calls I made, being sent back and forth by absa and pep, only then in November i was told to open a case, SAPS officer submitted a subpoena requesting a footage, he is told they are unable to give it to him. So now do I have to accept that I lost my R1500 to either absa or the person as I do not have proof? What's the point of sending people to open cases whereas you know exactly it will not even be effective in solving the whole matter. 2019 October till this date, I still don't have a straight answer as to what happened to my money, I went to as far as calling Maluti crescent centre management to assist with mall footage, unfortunately they keep records for 6 weeks, then I tried calling the branch again but their just rings no one is picking up, a bank that's too busy to answer calls