bad service at Capitec Bank and extremely rude consultant

they cant reverse a payment into a wrong account i have mistakenly transferred money into a wrong account via mobile banking, have put the wrong cell number by mistake, then i called Capitec bank to ask them to please reverse the transaction for me, then i was told they need permission from that person to reverse that money because he/she is also their client they cant just take it. and they have to wait for the person to give them permission to take back the money, at the moment his/her phone is on voicemail, so there is nothing they can help me with.

but then i ask myself why Capitec bank is different from other banks, because with other banks, i can reverse a transaction at anytime, as long as i have proof that the money/ account is mine. i really need the money.