Refund NOT received after 17 Days

My Domestic worker sent funds to her son through the Imali service at Nedbank. It was on a Sunday and when he went to withdraw the funds he was unable to. He tried again on Monday but was again unable to.He received an sms from Nedbank to say the funds would revert back to his mother's account. The transaction was done on the 24th January 2016 and the funds are still not in her account. We phoned the banking service number and the funds were supposed to be back in her account after 2 days. Still no funds. We phoned Nedbank's complaint line and they said the funds would be there today 10th February 2016. Yet again no funds in her account. We phoned complaints again and was told the request for funds would be put through. All we can do is wait because there is no other avenue that is known which we can try. It's a crying shame that one who relies on every cent she earns has to wait this amount of time for her money with no explanation given as to why.