Mama Money instant transfer that take 24 hours

I send money to Ugand for a friend that needed it for a medical emergency. As soos as the funds was transferred, I received a SMS that funds had been put on hold for 24 hours. I whatsapp, which nobody answered and managed to make 3 call to the helpline. I was told that the funds should reflect in an hour. But 5 hours later the status is still being processed. How do you claim instantaneous remittance when it take so long. I would appreciate it Mama Money can just return the funds so that I and sen it via Western Union.