Cash send vanished

I used their cash send option to send money to a friend that needed it. He went to the nearest Pnp to withdraw the money but he was told that the voucher has no money. The Tyme bank assistant told him he needed to open an account and wait 24hrs the money will reflect then. 24hrs has passes and the money is no where to be found and there is no one to assist as the people in the store who are suppose to escalate the issue did not do so. Cash send is supposed to be an easy and convenient way to send money to friend, but that was not our experience. Had to use a different bank to send the money conviniently.