Non delivery of orders

Paid for 2 orders a week ago one being for groceries and another one for cash but my recipient still hasn't received the orders. Consultants keep telling me that they are waiting for confirmation of my payments by their finance department. Called my bank and they are saying the funds went through. Was promised management will call me to resolve but that never happened. My recipient went to the offices in Bulawayo and was promised a quick resolution but up today there is no assistance. Really don't understand how a payment from an FNB account into their FNB account can take more than a week to trace or reflect in their account. If someone has had a similar experience with them please let me know how you finally got assistance because I have run out of options