Capitec terrible service

I'm deeply disappointed with capitec's service as a whole I think after this incident I'm definitely moving to another bank cause this is uncalled for, I called the customer care tried to reverse money I transferred to the wrong account but couldn't cause the person is not picking up the phone now because they saying I called twice it's now a civil matter, so my money must go down the drain just like that because you need to get the permission from the person but I'm the one that's saying I sent money to the wrong account. So what should I do in a matter like cause no one can help me