Suspended cash send

I am writing this review very frustrated and feeling hopeless. I opened an account for my grandmother with Standard bank. I have been running her account since day one. On Sunday the 5th of January 2025 I did a cash send transaction to her caretaker so she can return back from the December holidays. Standard bank tried to call me to verify the transaction, I don't know why, maybe its due to the fact that it was on a Sunday. I missed the call however a SMS was sent which I needed to respond with a Y( YES) or NO which I did. The caretaker tried to withdraw the cash today with no luck. I tried to check on the App and nothing shows under vouchers. I called the bank to check what the issue is as I was under the impression that I have signing powers on her account, only to be told that I don't have and they can not assist me as I am not the account holder. I asked if they can reverse the transaction back to the account and I was told that they can not do it as they need to speak to the account holder who is 87 years old and doesn't even know what a cash send transaction is. The caretaker is stuck in town with no transport money, I am at work and my grandmother is at home. WHAT AN INCONVENIENCE standard bank, WHAT AN INCONVENIENCE!!! Why cant you reverse the transaction so I can re send the money???