International payment - Money gram

I am very disappointed by Standard bank. I have made an international payment on the 13th and it was supposed to have reflected on the 15th to the other account but till todate no payment has been made and the money was taken off the account immediately. I have called the bank and they have been tracing since last week on top of this inconvinieve I still have to pay them just for enquiring why the money has not been paid to the beneficiary. I have requested them to refund if they cannot pay it to the beneficiary. Mind you this is not first payment to the same beneficiary. It was done before and if arrived on time. I was told that sometimes it happens this way and the money will be hanging for some reason until beneficiary traces with the reference provided. She did that but still nothing.

Kindly reverse my payment and why should I pay for service not rendered?