Made Payshap payment on 27. 3 days later still haven't received it

Made a Payshap payment on 27 October. Still haven't received it. Called your call centre on 28 October. Spoke to a gentleman- Matthew and he advised he will send it through to your Payshap clearing house. Then I heard nothing. I called again on 29. I was advised by Lebogang (she gave c Great service) that there was a system failure thus they will be refunding the money. So it seems like the PayShap process didn't even go through. Please refund my money. I am on holiday and need it asap for Dr's fees.