Terrible experience

I made a payment to your Capitec account, It was a payshap payment last week Thursday to my mom til today the money hasn't reflected in her account, I called my bank Nedbank where I made the payment from, I was told the money went through and Capitec needs to clear it on their side, I sent my mom to the branch and she was not assisted at all they didn't even bother to investigate and call their contact centre for clarity which was after I was told they couldn't help me cause it's not my account but my mom there at the branch Phumulani mall, a lady called Naledi just looked at her statement and said there was nothing to be done, didn't take any due diligence to see what could have went wrong so how are we suppose to trace funds if you guys aren't going to the extra mile to help ???