Pep store must stop making money transfer

I recently had a problem, i did a money transfer at pep im in cape town it was for my parents they are in the eastern cape it was on monday Wednesday when my father went to collect it the money was already taken out, went back to the pep store where i did a transfer they called customer service and I was told the money was taken out before him him which was past 12 at an absa atm and he collected the money around 3,i couldn't get assistance i was told to open a case but there's no possibility of getting the money back, so someone said im not the first person who is in this situation because the cashier at pep take out the information and give to someone else to cash out the money so it wont link to them, im very disappointed at pep and their stuff and being denied the incident form saying they dont have that means they don't train their stuff they just hire anyone