Pathetic customer service, undermining customers

On the 1st of December 2017 I went to Pep store at Ivory Park, to send my wife money using Pep money Transfer, after that I sent my wife the ref no to withdraw the money at Absa ATM however she informed me that the transaction could not be processed she must contact the branch, I then went back to Pep store, to inform of what happened they advised me that it’s a system error on their side gave me the forms to fill so that my money can be refunded and could take about 10 days, I told them that I can’t wait for 10 days as the money is urgently needed for my kid’s grocery, they told me to contact the head office, we called and got through to Chris who confirmed that he can see the money on the system and that It cannot be refunded as it is a system error on their side. They will fix the problem so that the money can be withdrawn at the ATM, it’s been 6 days and it doesn’t seem that this query will be resolved anytime soon. My kids are starving whilst my money is sitting with Pep and Absa, I requested my Daughter to call the offices today as I ran out of airtime, she got through to Alex who promised to call me but he didn’t, she had to call him again to beg him to call me, and he was very rude, he hanged the phone on her ears. I need this query to be resolved as soon as possible as the money is urgently needed.