Money lost through PEP Savings Card app

I opened a Pep Savings Card, and have been happy until Monday 9th July, where I made an EasyPay payment of R1372 to Justine on the Pep banking app. Biggest mistake! Today, 4 days later, nobody knows what happened to my money as it was never received by Justine.

When I called Pep Saving Card customer services to enquire how they could help me, I was told they can't help me with a proof of payment since the payment was made via their banking app. Bear; n mind that the app doesn't even give you an option of getting a proof of payment.

I tried printing out a transaction report from an Absa ATM as advised by the consultant and still, no luck as, although the payment reflects that it went through, there is no reference number printed by the ATM. So I can't even use that printout as proof of payment to the intended recipient.

I intend withdrawing all the remaining money in that account and then closing it off. I guess I have lost my money and no-one at Pep can help me.