Nedbank missing payment

My sister made a deposit of R6000 on the 22nd of August 2022 via the Nedbank app to a Capitec "16 digit card number" instead of account number and the transaction didn't decline it went through and deducted the R6000 from her Nedbank account. However to date the Capitec account/card number has never been credited. She and the recipient went to Nedbank Jabulani Mall for assistance and they were asked to complete a recall form, but the next day she got an sms saying her recall was unsuccessful. They went to Capitec Jabulani to get assistance and Capitec said no funds were received on their side. I then went with them to Nedbank Southgate Mall and a gentleman called Cedric tried to assist us and made us log another recall form but then a week later sent us an email saying the recall was unsuccessful. The poor ladies are now caught between the two banks. Nedbank says they sent it to Capitec and Capitec says they haven't received the fund. This is so frustrating and costly, as to get to the branch it taxi fairs, to print statements is money, to scan recall forms at the internet cafe is costly and inability to by food for your children because the money is not reflecting is truly unfair. I need help as Cedric said there's nothing he can do if they keep saying the recall was unsuccessful. He said we must log a request with the banking ombudsman. The ladies that are inconvenienced (My 58 year old mother) are not computer literate so that means they must just let R6000 go because they don't know what to do next.... This is really not fair. I have logged the request for them on ombudsman.