Instant Transfer that takes 48 hours to clear

I am thoroughly disappointed with the service from Nedbank! When i opened my accout I was encouraged to download the my money app and use instead of visiting a branch each time. I had an emergency during the early hours of the day and had to do a transfer to an external bank so I went onto my app and made an instant payment. My family didnt receive the funds and when i finally called the client care to find out why 9 hours later this money is not yet in the other account, I was told that its because the trasaction was made outside working hours. Now I'm forced to wait 48 hours as the agent said it will be treated as a normal transfer and she also will not be able to reverse the payment. Im sitting with money that is not yet where its supposed to be, had I known I would have made other arrangements or even waited to drwaw cash and deposit to the other account. My question to Nedbank is why was I allowed to continue with this transition while it wouldn't serve the purpose? Surely if the transaction is not gonna go through as immediate, the option should not be available during certain times! To top it off I was charged for an instant payment but I should wait for 48 hours. This is really payhetic service from this bank!!