Pending cashsend

I am frustrated and disappointed with Capitec's service. I sent R1200 via cash send, but my recipient couldn't withdraw the funds. The transaction was denied, and now it's pending. Capitec says they'll investigate, but it could take 3-5 days. How can a cash transaction have such delays? This has left my recipient stranded, and it's completely unacceptable.

Response from capitec *Tracey - Lee* Thank you for providing the relevant information. We have escalated this to the appropriate department for assistance. Your incident number is ***, please allow 3-5 business days for feedback.