Send imali unreliable

I sent R2500 on the 6th of January using the nedbank app on my phone. The recipient never withdrew the money. I investigated what had happened to the money l was told that the money wasn't reflecting on my account because l had lost my credit card.l was assured it will reflect once l got a new card. I got the new card and still the money wasn't reflecting in my account. On the 14th, 21st and 24th l phoned nedbank and l was assured that the money was there. On the 28th when l phoned l was told that the money was withdrawn. I am disgusted that it took nedbank 22 days to realize that the money had been withdrawn. I was referred to the complaints department and l am still waiting for their response.