SHOPRITE SEND, *******LY HOLDING CUSTOMER'S FUNDS!

I made the unfortunate decision to send money overseas using Shoprite Send, an online platform of Shoprite, for sending money overseas. After complying and sending ALL the documents requested by Shoprite Send for registration, and paying the funds needed to be sent to my recipient, Shoprite confirmed with me that the transaction was succesfully completed. My recipient was supposed to get the money within an hour or two, according to Shoprite Send, but after more than 24 hours of my recipient not receiving it, I called Shoprite Send to find out why. This is when the merry-go-around circus of their 'service' started. I was told that the money was held because of a vague 'compliance issue', which nobody at their customer support team could tell me what it was. Also no one could tell me how the transaction could complete succesfully and money taken out of my bank account, yet now it's held by Shoprite Send, due to 'compliance issue'. It's been a week now without any refund of my money and no resolution. I just found out that Shoprite is actually using and American company to assist them with sending money overseas from South Africa. Today, after a week of calling their customer service, Shoprite Send told me to call and deal with this American company in order to get my issue resolved. I was trying to send money to another African country from South Africa, but now I must deal with an American company whose headquarters are in America, through email, and send them sensitive details about myself before anything can be done. How is the government allowing this to happen in South Africa??