Floating payment

I deposited R2000 into my fiancée account for him to pay over to the wedding venue. He paid the amount, and when searching, the money reflected in his account, but never showed it was taken out of the account. When we went to see them, they told us we should open a case number, and the money is floating somewhere. Till today (ALMOST 5 MONTHS!!!!), absolutely nothing. We literally have a police case, and nothing is done. It's excuses after excuses. It really feels like the money just went to them, and we will never receive it back. This is nothing but theft. They can literally see the money floating, but nothing. We keep on fighting, and trying to see the progress, but again, another excuse. How does this work??? 5 months to solve something that is literally on the damn screen showing that the money was never successfully transferred, and ended up in the floating area... this is bad. We also decided to rather bank with another bank, much more use. Please never consider CAPITEC, to pay extra monthly fees are better than this!