very, very bad service

I've used Nedbank app on my phone to send money to the friend in Mozambique. All details are correct, but money didn't reach a destination. I phoned Nedbank few times and spent 10 hours on the phone without results. Then I was told that I have to pay R300 to track the money. Tried to explain that I did everything correctly and I don't understand why should I pay to find my money. Because I didn't have a choice II've accepted and I was told that it will take 2 days. 3 days after I've phoned Nedbank to check and after another 30 min on the phone I was told that tracking the money can take way longer then 2 days. I'm very disappointed with Nedbank and after more then 15 years I'm changing a bank.