Failure to reverse send Imali

I paid money into a cell number *** on 15/01/16 and to date the owner of the money has not received it. It was R500 and I was also charged R10.50 for it. I phoned to lodge a query about it and was given reference number ***6. The investigation has not been done and yet I kept on indicating that the owner of the cell has not received the money meaning it is still hanging. Please refund the money back together with the bank charged or else confirm that the money went through and where was it withdrawn and where.