Money ****** by the bank

I did an immediate payment to a friend, she's using Bidvest bank however the money didn't reflect to her for days I went to Capitec with her bank statement as the money has been taken off my account, they told me it will take 48 hours for the money to be on my account they have recalled it,I waited nothing ,I did a follow up I was told to wait for another 48 hours today it's after 9 days they say the will investigate and that takes about 7 days,this is so frustrating as I need my money and I just don't understand if Capitec knows the usage of immediate payment,and I am so sure even if they recall the money they won't bring bank the immediate fee I have paid,this is so frustrating especially when the staff do not have the answers,and refusing to give the name and the contact number of the person to provide a proper explanation.