PayShap funds not received

On the 15th of September 2025 I sent R500 to someone using PayShap however the recipient didn't receive the funds, on Sunday the 21st of September 2025 I called Capitec and spoke to a consultant called Kamo I told him about the reason for my call Kamo advised me that he will escalate to Interbank probably the money is hanging there, he advised that there is no turn around time for this query but he will be in touch on Thursday or Friday, on the 24th of September 2025 I sent the money again to the person using their account number this time the transaction was successful, I called Capitec again on the 26th of September 2025 and I spoke to Lizzy who told me that their investigator left a feedback note starting that the R500 I sent to the recipient on the 15th using PayShap was received by the recipient on the same day, I told Lizzy that information is not true because I have the recipient's bank statement which was printed on the 20th of September 2025, Lizzy insisted that the recipient must print another statement I am not sure why, the she told me to send that bank statement to *** which I did send the statement that I already had from the recipient. I received an email from that email address advising me that I sent my query to the wrong department I have to send it to Help desk but I was not provided with the Help desk contact details. The Capitec bank WhatsApp assist advised me that the team handling my query is called CCN7 and my ref number is ***. Can Capitec please locate my R500 and return it, I will be calling the Ombudsman as well regarding this, that money couldn't have vanished into thin air.