Immediate transfer laying in an abyss

I did a transfer on 13 January as an immediate transfer. Today is 24 January and the amount is still not reflecting in the account I transferred the money to. I’ve called two times and no one is able to assist me. The initial call ref *** with Nomvuzo where she stated she escalated the issue and I should receive communication back within 24hrs and I still haven’t received anything. I subsequently HAD to make a second call Ref *** and spoke to Lucky who stated there are no notes on my query and I will get a call back from Nomvuso, who already failed to call me back and already failed to at the very least put notes on my query. There is a reason I made an immediate transfer and for the funds to still not reflect over a week later is unacceptable. My money is laying in an abyss and no one seemingly is able to assist me to track the money. The consequences of this could be far reaching and Lucky was very quick to dismiss me and tell me he can’t escalate my query again and I must just wait to be called back. There has to be a better way to re-escalate a query especially when dealing with peoples money especially when it was an immediate transfer which would alert one to the urgency that the funds might be required. I am now forced to Hope a pray I get a call back to resolve an issue that shouldn’t have occurred in the first place while MY MONEY LAYS IN AN ABYSS somewhere.