Shoprite Money Market

Shoprite in Seshego, Polokwane, Limpopo want to call the person who sent you money to verify, while you have Transfer number and 4 digit pin. People get stuck in the queue simply because Shoprite cannot reach them for whatever the reason. This means after an hour long, or more, in the queue, you will go back home without the money sent to you. But why should you call to me if I sent someone money and have given them a pin??? - How much time will it take to serve just 5 people?

Imagine a person taking a 30 minutes trip (or more), spend money only to return without getting the money. Isn't the Transfer money and the secret pin enough to withdraw the money? If this is a normal practice, I don't know - it means our people are suffering for lack of adequate resources. - I am really failing to follow this logic.