Withdrawal Issue

I have requested a withdrawal Instant money withdrawal but never receive my Voucher and Pin,when I call the branch they told me that it was paid and I should wait for 24 to 48 hours for payment department to resend the voucher,,,the request was made on the 24th August till today I have not receive my payment

Transaction ***-ee5d-4d24-a7b9-4207b1692d10