Payment not received by recipient, and very poor communication around resolution

A payment made from GPO platform still hasn't reflected in the recipient's bank account 8 days later, and despite confirmation from the recipient's bank that nothing was received, Bidvest Bank has still provided very little communication to confirm that they are investigating the matter or offering any resolution. This not withstanding multiple emails and attempts to contact the bank.

The recipient account is a pre-loaded and approved beneficiary which has been paid many times in the past, so this is not a once-off payment with the possibility of the account details being capture in error.

One shouldn't have to doubt whether their bank will actually process a payment correctly or not.