Poor service from call center

I sent cash using the mobile app, there was some technical problem with Capitec and Shoprite and my brother could not get the money. The vulture has not been cashed so I need to reverse the money. A consultant wanted me advised me that he had referred my case to the support desk on friday 05/07/2019 . I called today for feedback and my case was not sent. I honestly need my money and Capitec is not willing to help. Im told a different story each time I call. Im very disapointed and considering changing banks after this experience.