Missing payshap

I sent money using payshap and the recipient told me they did not receive it and on my payshap it says successful but still there is nothing on their side, the recipient is using Nedbank and I used his number for the transaction so when I approach Capitec they told me they logged a missing payment for me I kept on following up they said the is no feedback everytime I follow up they will say the ticket was logged yesterday so the is no feedback