Poorest service from Nedbank

I'm so appalled at the level of service my mother is getting from Nedbank because she is an elder. She transferred R5000 to her Tyme bank account but she was told the funds went to RCS but the account number she used is the correct Tyme bank account. The funds didn't even arrive to her Tyme bank account. She complained and Nedbank says she must call RCS but she doesn't even have a RCS account. I'm so disappointed at Nedbank. What is even worse is that Nedbank can see that the Tyme bank account is correct but yet she must deal with RCS.