Capitec bank's incompetence

My name is Lydia - I bank with capitec which means am their client, I went to the capitec bank on the 5th of August 2020 n made a transfer to pay for something I bought and immediately on the 9th I realized I was not given a reference to quote when paying - I went back to reverse the money back, only to be told that they will see what they can do and they are not promising me anything, am still well within the 7days grace period and am their customer n I am told that they will see, what kind of bank and ******* is that. Some people just don't want to do their jobs.