Instant Money Failure and No Help

I did an instant money transaction to a person that urgently needed the money for medication. When they get to the ATM and enter the details, it states that the voucher has already been used. I call the instant money helpline and after being on hold for 90 minutes and no one answers I call the help line ()860 123 000). After being on hold for 45 minutes someone answers and tells me they cant help and will have to transfer me to Instant money. this was after me saying I was on hold and that its an emergency as the other person needs the cash. Needless to say I am still on hold again, for over an hour with no one answering. Pathetic and a joke of a bank. Standard bank cannot support a service they offer and I pay for and are literally putting someones life in danger.