Missing payment

I sent money to my nanny on the 26th of November but she hasn't received it yet. She went to her bank(capitac) to get statement, my payment is not there. I called the call center, they are saying the payment went through but why us it not showing on her statements. I don't know what to do cause Tyme Bank does not have a branch and their call center is failing me. I emailed and I'm not getting any response from them. My nanny is a beneficiary on my Tyme Bank app so there is no way I could have messed up the account number cause I send her money every month.