Missing Paysharp payment

I made a paysharp payment on the 29th July, till date no one knows where my money is. It does not reflect on the account that I had sent money to. I reported an incident and a week later, incident closed with feedback that the money was cleared. The intended recipient has even pulled up a statement to show that the money did not reflect. Now I went to the branch and I’m asked to wait for a week again to log the same query. Why introduce products that you can’t account for?