Money ****** using a money send voucher and query rejected to view the footage at the Anam user with withdraw the money

I sent money to my sister via send money, the money was withdrawn at a Nedbank Gugulethu ATM while my sister was at work in Muizenberg. I logged a query as I was advised by a Nedbank consultant that they can pull a footage to check the person that withdrew the money. Today I received an sms stating that the query was rejected without any explanation from Nedbank. I’m very disappointed and unhappy with Nedbank services.