Please follow up on my Transaction before it goes AWOL

Hello there, can someone please assist, this is a matter of emergency. I deposited the money at Shoprite Usave in Tembisa.Date was 17th Dec. Upon collection ,the Receiver is told that the money has been withdrawn ,which to me is impossible. I called Shoprite earlier on and I was given the number for Mukuru which I added on whatsapp and tried to lay my enquiry.But the number seems to be a chatbox which keeps on asking me to choose numbers and no option for me to be assisted.Can someone please step up and follow up on my transaction as the service is said to be reliable.