CASH SEND CAN'T BE REDEEMED

On the 11th of October 2025 I made a cash send for myself then I went to Usave to collect cash,I got there entered the cash send number and pin then along the way the system/machine jammed and the lady who assisted me stated the sysis offline I won't be able to get the money. I then asked someone I trust to withdraw the money from Capitec atm and it stated "Voucher cannot be reedemed" she went onto further to Shoprite and same thing was said.Then on the 12th I went back to Usave to explain my dilemma and they said the money cannot be redeemed I should wait for atleast 24 hours and it might reflect I did wait but no money.

I contacted Capitec consultants on WhatsApp and they gave me different stories. The other one said I should wait for 24 hours the voucher will be redeemable,I waited but still it is on pending status. The other one stated that he will escalate the matter and will get feedback after 7-14 days. I mean what is difficult to just remove the pending status so that the voucher can be redeemed?

I have debit orders soon and if I don't get that money I am gonna be in arrears. I am so disappointed in Capitec Bank yet I've been a loyal client close to a decade.