Atrocious Service

Im having an issue with you guys. I made a payment using payshap on the 27th of December at 13:09 this payment did not go through to the recipient. I then later made a payment to the same recipient at around 19:00 with the ref Justine Loan. this one cleared. I logged a query and to date I have not received my money. I sent a bank statement of the recipient. I have spoken to Yolande Jacobs who no longer provides feedback, and was rude to me on our initial interaction, i also sent an email to her with the statement. I then spoke to a team leader Phakeme Manendze, who has notified me that they have emailed Capitec and awaiting feedback. this is becoming ridiculous? I want my money to be paid out today.