Bad service

I helped my mother to send money via the cellphone banking, which prior to sending I confirmed that it was the correct name of the recipient intended. Money went to a different person (whom we don't know) and the intended recipient never recieved it. We called Capitec on the customer service line, in turn they called the person who recieved the money and according to capitec, this person confirmed that he was expecting the money (obviously a lie). My mother was in hospital at the time, they advised her to go to the branch on discharge. They then told her is a civil matter and she open a case, for a technical glitch from their side. I had taken screenshots of the name that appears when inserting the cellphone number of the intended recipient and even though the number was correct, the name was not of the recipient, I pointed this out to them several times that it's either someone is doing some ***** or there is glitch on their system. This bank is taking advantage of my mother and making their technical issues my mother's fault!