I need my money from PEP

On Saturday 16th March my sister inlaw sent money from PEP Belle Ombre Pretoria for my kids school fees. After minutes of me receiving the pin and number from her , i was at a ABSA Atm to withdraw the R1000 , to my surprise it said error " Transaction cannot me completed" after trying at all 3 ATM's i decided to drive to the nearest PEP store which was PEP Atlyn Mall in Atteridgeville Pretoria. I waited for a while as they didnt have enough cash and finally when they could help me guess what, there was a message on the system . The funds have already been redeemed. I was like *** how? Cause i had to pay the fees that was already late. I called PEP customer care and now as usual a long process of a case and policies need to me followed. Clearly it wont be anytime soon that i will get that, please can someone assist. We use these facilities as we think its more convenient and then we find this . PEP should have more protective and secure way to redeem the cash it shouldnt be so simple.