Capitec recall request

I transfered money on 4 June 2019 to a standard bank account,apparently that account was suspended therefore the money did not go into that account. On the 7th of June I went to a capitec branch requested a recall to be done and was told that their investigation takes 7 to 14 days. After 14 days went to the branch to enquire and was told they cannot see the transaction therefore they are escalating my query to missing payments department