eWallet withdrawals unwithdrawn.

I have since sent an eWallet to my family member in November 2023 of R3000. When they were at the ATM the machine sounded like it is about to release the funds but nothing came out except the slip saying '' error use the next ATM''. I was contacted the receiver to check if the money had gone through and I confirmed it had gone through. After telling me what happened they did not receive the wallet. i asked him to go inside the branch to enquire. he was told by lebowakgomo branch that the matter would be investigated and if found the funds to be due to him they would be deposited into their account within 7/14days.