Missing payment Saga

I used the payshap method to pay R3000 from my account to my mothers account which is also a Capitac bank account , this money was for Funeral purposes, the money went out of my account but it didn't go through to my mothers account it became a missing payment , I logged an inquire (ref no; ***)72 hours passed without any feedback I had to call to do a follow up . and I was just told that the is no feedback yet they logged a follow up inquire(ref no ***}. i never felt so helpless in my life , they bank i trusted just fails to assist me with this technical matter worse part when i needed their assistance the most.im disappointed with Capital bank turn around time regarding such issues, Their escalation team doesn't have a sense of emergency regarding such sensitive matters. i regret the day i signed up with Capitacbank