Can't withdraw PEP cash send

My dad sent me money through PEP, I tried to withdraw it at both Shoprite and PEP it stated that there's a transaction error. I then asked a local Pep what I should do and I was told to call their call centre. We've been trying the call centre but we hold for long that our airtime run out even before we get to speak to the consultant, both my dad and I. Now he went back to the store where he made the deposit and was told that the money has been withdrawn in Thembisa on the 15th which is a shock to us and Tey say nothing can be done to trace the person. Of which we wonder how he got hold of the withdrawal information. What we would like to find out now is where the withdrawal was made, at an Absa atm or Shoprite and if anything can be done to trace the person who withdrew it. The amount is R1000