Capitec service sucks

Received the most terrible service from Capitec. Had to pay an amount of R1400 to my home loan account because I'd paid extra over the course of 2018 so I could take a payment break in January for school requirements etc. I accidentally paid the full amount (R16050.00). Attempted to reverse the money at Capitec so I could use it for its intended purpose. Capitec refused to reverse the funds and insisted that it may take 14 working days as that is their process. I asked to see my contract where I signed an agreement of that process and the Bank manager at Capitec Balfour Mall insisted that she couldn't print my contract as there was a system error. Very disappointed. She called her Regional Manager to ask if he could assist and he stated that "My hands are tied".