Money market *****

On the 17th June my brother who is based in Cape Town sent my sister money via money market and she is based in East London. My sister went to withdraw the money in Gillwell East London. The cashier told withdrew the money and told her she can't give her as the money has been reversed back to Sender. I called the manager of the store and she advised me that this money was withdrawn in Vincent Checkers which is about 5km away same time as this one but that transaction went on 1st. I have escalated this matter to Shoprite customer service but now I'm getting too many stories which doesn't make sense.. Other consultants are saying I must open a case others are saying they will escalate this I don't need to open a case. No one wants to take accountability. On top of all the EL mangers are also involved on solving this case but the feedback I'm getting doesn't add up.