Voucher Query.

A friend sent me the money voucher via Capitec on 04/07/2020. I tried to redeem it at a Capitec atm but it said the Voucher Cannot Be redeemed. I went to shoprite still the same. My friend sent me screenshot that the money has left her account and I called Capitec yesterday and they said the Sender must contact them but they have been experiencing technical problems and I.T will attend to it. I asked to make a conference call but they said the account holder must call. She called them and they say the money was cashed out. How can the money be cashed out if it never came out when I tried to redeem the voucher? Can you please investigate I have reference numbers for these slips.