BHIM app - money loss

Sir/Mam
I have transferred money to my grandmother's account during the lockdown period when my sister was ill and she was almost at the height of danger. they urgently needed money. We belong to a BPL family for which a small amount means a lot. It was the **th of April ****, they still have not added that money to their account. There was no one to help them in such a critical lockdown situation. In the end, they got some money from someone at a higher interest to get rid of that situation. The condition was that they were giving up their daily diet for two to three days. Mentally and financially they were unable to get out of it.
Please punish them for creating such a situation and help us get that money back.

Transferred from: SBI bank

Transferred Through: BHIM app (UPI), developer: NPCI

transferred to: Punjab National Bank

Note: I have already reached them out in their help centers. Nobody knows where money has gone. They know only what the result shows on their system.