R2000 FNB payshap payment not received by the Capitec recipient

On the 20th of March I used payshap to send R2000 to my colleague's Capitec account. She told me she did not receive the money. I sent her proof of payment but she insisted that she never received that money. I went to Fleurdal FNB branch for enquiries, I was told to send the recipient another POP as there was evidence from my FNB account that the payment was successful. When she sent me her bank statement with no evidence of R2000 deposited, I suggested we go together to Capitec. At Capitec, Rocklands branch, we were told to go to FNB because they were recipients so FNB would be able to trace the payment. At FNB, Rocklands we were told that they were aware of the unpaid payshap from FNB to Capitec and they were working on that. I will be refunded as soon as they have completed their investigations. April ended and May began with no refunds made. I then wrote an email to customer care stating my query. I received two emails, the other one informed that this case was closed and the other one from Sekukele Kubheka requesting me to send the recipient's bank statement of which I did. I have sent about 4 emails to this guy that were ignored, I no response at all. I again used my app to lodge for this complaint and the response I got from Belinda Eagle was that they cannot see the payment from FNB to Capitec but can only see those sent to Tymebank. I sent a screenshot of the payment in question and did not get an answer. FNB has failed me as their customer and I don't think my money is safe with this bank. I think a lot is happening but is not detected.