Can't trace your money

After having paid my beneficiaries like normal every month (and I've never had a problem before), I check my Woolworths account to see whether the payment made it in safely. No money. I call Woolworths to find out if they received the money, and they confirm that the account I've been using without problems for the whole year is in fact wrong. I call Nedbank to ask whether they can see where the money went as I have the payment reference -- no luck. No one at the call centre can apparently trace money hitting a suspense account. They give me the runaround about it taking 24-48 hours, and I inform them it's already been that long. I ask them whether they can reverse it -- no luck either. No one can tell me where the money went, and whether it got there successfully. What kind of service is this? Does the money just magically disappear into thin air?