Immediate EFT horror

I sent an Immediate EFT on the 28th April 2023 but the person never received the money , when I queried the bank why was that ,Tyme bank had no answers for me they promised to resolve my query in the next day but they never did ,I called them again and the agent told me that she cant access my account as I have a query . I called again on the 5th May 2023 and I requested them to reverse it because it was obvious that the money will never reach the person . They said they cant reverse an immediate Eft which is exactly why I have a problem as I had to make other means to send that money as it was urgent . I thought they would understand that sending an Immediate payment is for the person to receive the funds as soon as possible but it has been a week and I have never receieved a call from Tyme bank with the update or my money reversed .

I had moved my Salary through to tyme bank but I guess if this is how they treat their clients then I will have to accept that I made a mistake by trusting them with my money .