PEP send system is a reap off

I sent my sister money R500 last week Friday through the PEP cash send and she tried to withdraw the money at ABSA Jabulani mall. Money didn't come out and she was told by ABSA to go PEP and request a new pin, PEP told her she can withdraw at Shoprite where she was later told the money has already been redeemed. She went yet again to ABSA and was told they contacted their cash send department which confirmed system error on the day and the problem should be sorted out in 4 working days. I then called PEP head office today after the 5 working days and was told it isn't their problem by a consultant called Mbongezi, that I should again go back to ABSA. I am disappointed that the system which is meant to make things easier for people to send money is in actual fact taking that money from people. No one can help me, and what's worse is they ABSA Jabulani refuses to check with their camera if indeed money did come out and no one is willing to assist.