Disappointed over send email

I send my brother money using app (send imali) on the 25 September 2021.he did recieve the sms with the pin. After 3 hours i call trying to check what can be a problem. And I was told the money is not cleared from my side that is why he haven't receive the sms with pin. It was Saturday but I call them again on Monday and they said He must sail *120*002# to get the pin but I didn't work. I phoned them more that 5 times I would ran out of air time while waiting on the line, I did ask a Ladie that was helping me to call me back but she said it's a busy day so I will take time to call me back. They said my Brother must call them and He did but not helped yet because they said it must be me who call back. After 7 times I told my brother I will attend to this when I get back Thursday. So today I went to Greenacres branch, they talked on the phone for some time and they tell me, I will get my money after 30 days and I asked them what really happened because they see the number that I sent the money to but He can't withdraw the money. She said "I don't know what happened". I'm soo disappointed with nedbank, I will only get my money after 30 and not knowing what went wrong