Money just disapeared from money market transfer

I am utterly disappointed in the service I received from shoprite, I transfered money to my wife who was visiting her sick mother in Bloemfontein however when she went to the shoprite money market in bloemfontein she was told that the money had already been withdrawn. however they refused to give her information about who had withdrawn it, she was only told it was withdrawn in johannesburg. I fail to understand how this could happen as she is the only one that knows the pin and an ID is required when withdrawing the money and when I submitted the money they requested my ID too. I am really frustrated because when I went back to the shoprite in ennerdale I was advised to go open a case, but when I got to the police station I was sent to capitec bank to go request a statement which would apperantly show who withdrew the money and at which location. But Capitec sent me back to shoprite and said the manager was supposed to help me and go open a case with me, when I went back to the manager at ennerdale shoprite they were extremely rude with me and did not want to assist, they simply told me there's nothing they could do about it! I am truly dissapointed in Shoprite and it's staff.