Funds not reversed after 14 days

On 28th of February my dad who is a pensioner tried to withdraw his pension money which he survives on monthly and the machine showed transaction was declined and yet he just got paid via Sassa grant. It happy twice during that transaction. The lady from Supa Store at Dlamini called Easy pay to query the funds deducted twice but not received. A query was logged and we were told by at least 3 consultants from Easy pay that funds will be reversed within 7 to 14 days. I followed up twice and all times was told of 7 to 14 days turnaround time and even via email was told that. My dad was contacted directly for feedback. Today 23 March all of a sudden the turn around time is now 30 days. These are funds he survives on. It was not his fault that the system was down on 28th February. He cannot wait anymore he needs the funds urgently.