Unresolved instant payment values

Proof of payment from Nedbank showing the payment of R20000 (twenty thousand rands) made on 01/10/2024 - via express clearance on business banking and the statement from standard bank reflects only R2000 (two thousand rand) transferred into that account. Have been calling the bank for the past 3 days and no one has resolved the issue. In the interim, all debit orders in the standard bank account are attracting additional chargers.