Capitec bank is a ****

I sold my Corsa van about 2 weeks ago, it happened that we swapped the cellphone banking number with only 2 numbers and the money went to someone else's account who refused to pay the money back and Capitec couldn't help me because didn't get permission to access her account even though I spoke to that person, and she said she'll pay the money back to no avail. I hate that bank for refusing to reverse my money. Why does Ur policies do protect clients who got the money and what about clients who lost their hard-earned money. Why can't u at least temporarily block the account because there was an enquiry.