Cash-send

I received a 10 digit pin & access code. I could not withdraw the money because I got the: Transaction not allowed 55. I went inside the bank & got told the amount is too big, which it not the case.I was told by an absa employee who phoned whoever to verify her facts, that I need to call the sender to cancel the initial transaction. That he needs to redo a new transaction but this time, only a thousand rands per transaction until the desired amount. Still I could not get the money. Went back inside the bank but this time I was accompanied by the absa employee who did the transaction without any luck. She even admitted that absa cash send has problems. I left the bank without the money. My question is, why absa has a cash send that is clearly not working & you can’t even get help from their own staff who by the way are employed to help the customers.