Money missing for 20+ working days

A client made an EFT payment into a Standard Bank account that doesn't exist. The Absa call center assured him that the money would automatically be returned to his account within 7 to 10 working days. After 15 working days nothing had happened despite repeated follow ups with the call center, so we contacted the local branch manager, who said she would look into it. After 21 working days, the money appears to be missing, and the bank manager is "waiting for feedback from head office" and unwilling to follow up on it further. Surely digital transactions are traceable? This is terrible service.