Money that disappeared

On 22nd of June i did an ewallet to my friend and she went to withdraw the money at Dark City USave. When she got to the Money Market counter she was told that the transaction cannot go through because they were having network problems. After several trials she went back home. On the 23rd she went to Bronkhorstspruit town to withdraw the money at Atm. She punched the voucher number and it declined saying that the voucher was used. She went inside to check with the bank consultants and she was also told that the voucher was used meaning that the money was withdrawn.

She was given a call centre number for ewallets. I called the Call Centre because im the one that did the ewallet. The call centre told me that the money was withdrawn at Dark City USave on 22nd at 1210hrs. They advised her to go to the Shop and tell the Shop Manager what transpired but when she got there she was told that she cannot be assisted because the cashier that helped her on that day took an off day.

24th she went back to the Shop and saw the Manager and the cashier. They looked for the receipts for ewallets my was not there. She then called the call centre again while she was still in the Shop and put the phone on loud speaker in presence of the Manager and Cashier and they were told that the money was withdrawn in that shop at 1210hrs of 22nd. The Call Centre said they are going to send an email to the shop with all proof that the money was withdrawn in that shop. The question now is How did it happen that someone can withdraw money that is not intended to him or her. How did the receipt went missing.

Help Please