Urgent payments not going through.

I sent money to someone using instant payment at FNB on Friday. The recipient did not receive it. I then did the chat option on my banking app to ask that the money gets sent through on Saturday , I was promised it will be sorted out, still nothing happened. I called in today again to get assistance, I was advised that the money will be cleared was blocked for reasons I don’t know but it will be clearly. Hours later, still Nothing. I don’t know what I need to do to get help from FNB. This is crazy because I’m also on private banking, is this how the service is? What do I need to do for my grand mama to get the money and buy food?