Capitec leaves me disappointed

I have been using Capitec since 2008 so it disappoints me that right now they are giving me such hassles On the 25th of October 2021 I sent my mother a send cash, she went to go try redeem it at Shoprite in Diepsloot but the transaction failed due to their system being offline. On the 26th of October 2021 she went back to Shoprite to go try redeem the voucher again but she was told that there's no money under that voucher. I then called Capitec and they told me that the voucher was redeemed on the 25th of October . I then proceeded to call Shoprite customer services who then after a few calls told me that the transaction was hanging and that I need to call Capitec. I proceeded to call Capitec again and I was told yes indeed the transaction is hanging and they need to Escalate my query so that they can investigate further. I asked for a turn around time and the consultant said she can't give me one as she couldn't give me high hopes..... I mean it's my money and now I must wait patiently for something that I had nothing to do with. I called in on the 27th of October and they said they still waiting for the department who deals with the investigation. I called in yesterday on the 28th and. Was told that by the end of the day my money will be reversed back and they would sms me. Its the 29th of October today and I just got off the phone with capitec and I was told that I need to wait 1 to 7 working days for this to be resolved. So everyday I get differed information and I must just lay back and wait for my money. I thought such queries would be prioritised but clearly not. Can Capitec please reverse my money quickly because quite frankly I will be closing my account and moving to another bank.