Capitec bank is a huge ****

Capitec is a ******** bank.. I met a seller on Instagram saying he sell iPhones so we he gave me his WhatsApp number and after a few I paid him for the phone and it was not delivered, so I called at Capitec to assist since his banking with them, they only told me that the funds have been uterlized and they cannot assist me. Why can’t they just block his account and when he goes to the branch they arrest him or they should just ask him to pay me bank since he banks with them cause they know him very well. Capite bank is useless I swear.