Send imali transfere

On the 29September2021 I did a send imali transaction,the next day my recipient tried to withdraw the money unsuccessfully with a message saying the otp number has expire even though the 48hours expiry time has not passed,she then went to the branch where they also struggled to assist her because when they tried the *120*001#number to retrieve a new otp number it was also unsuccessful,I then called Nedbank helpline of which the agent that assisted me said that my app version is old and the send imali has been changed so usually if I use an old app it only gives two hours before expiry even though the sms says 48hours so in this case my funds will automatically reverse back in to my within 24-48hours,I then updated my app version and decided to do another send imali transaction to my recipient,same amount,same reference since well she needed the money before that time of reversal of which since that day I have been in connection with the banks agents I’ve been getting a response that my case will be resolved within 24-48 hours,then I decided to escalate the matter to the complaints department where only yesterday I got the report that both transactions were withdrawn after all the agents that has been telling me that the funds will be resolved,my question is if both the funds were withdrawn why ddnt I get the same response from the first agent I spoke to,it it very impossible for me to believe the report because there seem to be a lot of incompetency in this matter and it’s not the first time I encounter such a problem and previous the funds automatically reversed in to my account because of the contradiction from one agent to another,I would like this matter to be re visited and if they still say the funds has been withdrawn the I must get some sort of prove to support that statement,I am very much disappointed ,