Do they know about the service or not?

As a first time user of MobileMoney, I was told by Pick n Pay in Braamfontein that money can be transferred, withdrawn from every Pick n Pay outlet store and on the terms and condition doesn't state which store doesn't have the service. On the 8th of May 2015, I completed the registration, sent money and thought people I'm sending the money to will get it as there is a Pick n Pay outlet near. By my surprise I was given a call that Pick n Pay in Helikonpark, Randfontein doesn't have the service and can't withdraw the money I sent them. As it was an urgent situation they couldn't get helped and instead they were told to go to other Pick n Pay stores and get the service. I just wonder if workers are aware of the service and if they are aware, do they know how it works or they just passing the buck?.