Remitly Transfer Marked Completed but MTN Mobile Money Not Received

I am writing regarding two Remitly transfers I sent to MTN Mobile Money in Zambia via mobile wallet that were marked as completed in the app, but the recipient has not received the funds. The first transfer was made on 18 November for 35 USD, and the second on 2 March for 18 USD. Both were sent to MTN Mobile Money in Zambia, and both are shown as completed on my Remitly account. One of the transfers is recorded under the reference number R34061519682, and the account is in the name of Carol Phiri. Despite the completed status, the money has not reached the mobile wallet. I contacted Remitly customer support about these missing transfers, but I was told that there is nothing they can do, even though this is not the first time I have experienced this type of problem with Remitly. I find it unacceptable that the transfers show as completed while the recipient never receives the money, and support is unwilling to help further. I kindly request that Remitly resend the money for both transfers that did not reach the MTN Mobile Money wallet, or otherwise ensure that the intended recipient finally receives the full amounts. I also expect a proper investigation into why this keeps happening to my transfers so that the issue does not repeat in the future.