Hopeless client

Capitec is treating their customers unfairly.i had an incident wereby i recieved 100 from Prince who was suppose to pay ..he paid n went to capitec to reverse my money claiming that am selling something which i wasnt selling he was suppose to pay me. I knw that incase of eft transfers before doing anything they should first contact the reciever to verify if the claimer is correct or not but Capitec did not even bother to contact me they just went ahead n stop my acc without contacting me..i visited the branch n they called forensic n they said i should call the person to go to the branch with an affidavit now that person has switched of his fone n i can't get hold of him.so it means i wont access my acc anyway..how can they just go ahead without communication or am not valuable enough to get their call..why is their decision based on one side of the story not our story both of us as their clients??