Missing payment

On the 3rd of January 2024, I paid a payment using a easypay reference for Nedbank Ltd via Capitec App. They payment cannot be allocated at Nedbank any of their suspense accounts.The payment cannot be found ,Nedbank has confirmed that they cannot find it.I went to Capitec as I had made a payment and they advise that they can see the funds left my account and with Nedbank Ltd but cannot confirm if the bank account .They have escalated the matter but have advised that the issues are created by the third party which is Easypay