Pathetic. Lack of assistance.

I made an instant payment on Saturday morning(16/10/21) but the funds was not paid over to the beneficiary by Nedbank and the beneficiary has not received the money.We have provided proof to that effect. I have been calling, emailing and chatting to Nedbank via the banking app but have not received any assistance. The story changes from consultant to consultant. They promise to get back to me but never do. I am also not receiving responses to my emails. They can't tell me when the issue will be resolved and say they can't reverse the funds. It's been 6 days. They are ust passing the buck .This bank is really pathetic. I am extremely disappointed by their lack of assistance and the nonchalant attitude of the consultants.