Poor communication and failing to resolve queries

On the 28 of November 2026 I made a payment using payshap from Capitec bank to Nedbank the person I was sending money to didn't receive the money, I went to the branch they told me I need to have the bank statement in oder for them to assist. I called Capitec on the 4th of December 2025 they told me to wait at least two working days. When I call capitec after 2 days they told me the money have been sent to the Nedbank account, the account Holder of Nedbank told me that there is no money on the account. I called them they told me that they need the Nedbank bank statement which I managed to send on the 24th of December 2025. On the 6th of January 2026 I called to follow up they told me that the matter has been escalated I lodge a complaint of poor communication and unresolved query. Today the 30th of January 2026 I called them they told me that there is no feedback they will escalate the matter.