Disappointment with Nedbank

so disappointing to see my bank fail me, i made payment to an individual account who bank with Absa unfortunately the individual account is closed instead the money coming back it didnt bounce back, i called Nedbank they instructed me to speak to the individual and ask them to check with Absa it might be sitting in the Absa suspense account the individual checked with bank and was told Nedbank needs to check missing payment on their side because the Absa account is closed. Nedbank says they can't trace the money R2000 asked me to complete a recovery form to recall the money that it will cost me R400 but they say they can't recover the money. I'm sent from pilar to pilar by Nedbank how can money just disappear without a trace.