I used them as a trusted bank to transfer funds to a family friend in pakistan

I used them as a trusted bank to transfer funds to a family friend in pakistan. I filled out the banking details and the funds showed as "successfully"sent. However my recipient never received the funds. After repeatedly complaing to the mama money support line they informed me that perhaps the account number for my recipient was incorrect. I asked them for the proof which they could not provide. Its been almost 1 month now and the funds have not been recieved or refunded back to me. I have never dealt with a bank like this. The support system is pathetic and this matter should be looked into by a governing bank system.