Unhappy about the service regarding Send Imali

I have an accounts with Nedbank, I have recently used send imali one of their services. I sent R2000 to someone on the 10/06 however the person tried to withdraw the money from Queens corner Nedbank ATM no S599 at 17:30. The ATM sounded as if it is giving out the money but it retained it, telling person to wait 48 hrs but he tried again and ATM said there is no money. I was informed about this and I told the person to wait 48 hrs as the money will return back to me. After 48 hrs it never returned. I then called the call center and they told me that I should the person to go to the branch nearer to Queens Corner. I went to the Brooklyn Mall Nedbank, I was told to ask the guy to come to the branch and he did. He was told he is not the client of Nedbank, I should go there again, I went yesterday with the guy and we were then told we need to call the call center. I call and put on hold. Can someone please help with query as I am being sent from pillar to post.