Money disappeared from my account

I sent a payshap payment to someone using tymebank with my tymebank account number using their cell phone number, my bank statement and payment notification shows the money went through but the recipient hasn't received since about 7 am this morning, I have made contact with the bank but they claim to not be able to trace where the money went. I had so much trust in tymebank because I have been using it it for years and now the money suddenly disappears without a trace, I'm highly disappointed and will be closing down my account with the bank ASAP