I lodged a quiery with them over a phone for the to cancel a transaction that I made by mistake and the lady told me it will be up to me to lodge a civil claim with the recipient

I lodged a quiery with them over a phone for the to cancel a transaction that I made by mistake and the lady told me it will be up to me to lodge a civil claim with the recipient. My reference number ***8. Please can check if they are doing the right thing.