"Send money " must be disable as its not working

I am having a problem with tyme Bank. on Saturday I sent money from my tyme bank to my cellphone number hoping I would withdraw from Pick n Pay . I spent many hours trying to redeem the voucher . I finally got an assistance from your consultants that the money will be in in 24 hours . There is no money back to my account . kindly assist I need the money .I want to do something very important with the money. They must know that their "send money " is not working .