Enethical banking

I did an imali payment, the money went off of my bank account but the recipient didnt get the sms with imali pin that enable them to draw the cash. The customercare agents couldnt assist or tell what the cause of the problem is. They said to use *120*001#3-2-1 to request a resend of the sms notification. The recipient did that and still the sms notification didnt come through. The person nedded the money urgently so i did another imali. This too took money from my bank account but no sms notification with the pin to the recipient. The customer care agents confirmed no sms was sent and the imalis have not been withdrawn but couldnt tell why this is happening. In fact he had the audacity to tell me to calm myself. Then they tell me they cant reverse the imali transaction, they cannot tell me why the sms notification isnt coming through and they cannot refund the monies back to my account, i will have to wait 10 work days to see if it automatically reverses. The person's lunch ended without them getting the money, they wasted 1hour for nothing. This is just pathetic from a bank like nedbank, not just are the systems pathetic but so are the customer service. I think its time I move to another bank.