Poor service ABSA Bank.

I sent a wire to a family member on December 30. It is now January 6 and it is still not in. When I call the bank the lady that answers the phone says she cannot discuss someone elses account with me. All i wanted to know as the sender of the wire is what the problem is. I am not asking about the account. This money is the lifeline for a person. This service is really poor. I have known ABSA bank for decades. Their service was always excellent. What happened now? I am so disappointed. There is no customer service anymore.