Very poor service /funds not paid to recipient.

I sent money on Monday 19/09/22 from SA to Moz, today's Thursday 22/09/22 my recipient hasn't received the funds. I've been calling Mukuru from Monday, each time i call i speak to a different agent, this means i have to tell the same story over and over again. I was asked to send proof of payment, confirm my source of income and my relationship with the recipient. All of the above was done but the funds are still not released/ cleared. I have never received any form of communication from them. May i also point out that this is not the first time this is happening. I'm no longer interested in their service/s. I want them to refund my R5000. Can someone please call or email me to assist with the refund process.

Thank you!