Funds not reflecting on the receivers account

I made a payment on 29 to mpesa account for my cousin who stays in Lesetho and they have not received the funds. When ever I log a query or a follow up with the consultants on line they are telling me that the money will reflect the following day at 8 am since Thursday and today. I am really not sure what is the delay and no one is given me proper feedback, when I ask if it's possible to do a refund they say I should wait and the cousin needs the money asap.