Pep money transfer went missing

On the 13 July 2020 I send money through Pep money transfer at mokopane next to pick n pay. on the same day my mother tried to withdraw that money at absa atm The Bridge Johannesburg. She did not get the money and on the slip she got at 15:06 the response was "your transaction was unsuccessful and will be reversed automatically ". We tried several times to withdraw but kept geting the same respond. a day later I called pep money transfer help line and spoke to Chantel. She told me according to their system the money was Withdrawn the same day at the bridge absa atm at 15:07. I told her about the time on my slip and she kept me on hold for a while and later asked me to send copies of my slips and Id. she also assured me that it was an error and absa will reverse it within 5 days.I send those documents and called in to confirm its been received. I waited for 5days and nothing happened. i went to pep to enquire but was told the money was Withdrawn i tried explaining what happened and the steps i took but it did not help. Now when i call their call centre im told to go open a case. if i ask for Chantel im told she working from home.