Being ****** by PEP stores

My sister sent money via PEP cash send on the 9Nov and on the same day when my mom went to withdraw the money at a PEP store in Eastern Cape, she got to the store and was told the money was withdrawn at another PEP store in FS. My question is how is that possible when the only person who had access to the pin was the my sister my mother who was sent the screen shot of the slip and the lady who works at the PEP store in DIEPKLOOF Square? The call center number they gave me the agent was very useless in terms of helping us. How are we expected to use your services when you not only rob us but also can't get any help from you when such incidents happen?