Money Lost on System and no help

I made an immediate EFT from Capitec to Discovery Bank on the 27th June, to this date the money has not cleared or been received. The reference number provided was : *** by Capitec. None of the Banks have the money , so it is hanging somewhere. And I am not getting any help from capitec. Where is my money ? I was told you logged an inquiry with Bankserv, But I cannot even follow up or be provided a reference for. An Immediate payment, is exactly that!!