Money transfer disappeared

I am writing this on behalf of my mom who sent money through PEP, she recently sent money to someone in Eastern Cape and had to make two different deposits, since one can't send a lot of money all at once. The recipient withdrew the first batch of the money without any problems from a ABSA ATM, when they wanted to withdraw the second batch, they were told that the money has been withdrawn which is what we don't understand because none of us withdrew it. How does one go about dealing with such?