Third party payment_ money debited from my account but not credited to beneficiary

I made a third party payment on May 10th to standard bank account but the money is not reflected in beneficiary account. I called the customer care on 13th and they advised it will be credited by 15th. I waited until 17th and then called customer again . they advised payment went missing and they are investigating the transaction. They said they will come back to me but never.

I have been keep on calling them once every 4 days but they still investigating. Today its May 25th and they saying the same thing again

Why must the customer be affected if there is a problem with your bank ?