Money NOT safe with nedbank

I made an online payment on 04 Nov 2021. This payment is not showing in my statement. Bank refused to give me proof of this transaction. They are telling me the creditor must check the transaction on their side but it's not reflecting. How is is supposed to reflect on their side when it's not reflecting where it was paid from. Such a big bank is telling me there is no paper trail that they can provide me with for this transaction until the creditor banks the money. It does not make sense that a reputable bank is reliable on a creditor before they can reflect a transaction. Our money is not ****en safe.