Question for Metrobank - General Santos City, South Cotabato (Santiago Boulevard Branch)

My wife aend money to my lolo mr rogelio llagas velasco thru metrobank mobile paymets yesterday from qatar....they send me the reciept and the aenders name togerher with the control #...but until nw cebuana llhuiler is deny that the senders name is not in thier computer thats y my lolo cannot claim the money until nw..pls help