"Irreversable Transaction Error" - Poor service

I am very much disappointed to learn that an honest transaction (by a close family member of mine) error can not be reversed by a big institution as Capitec bank. I mean I had a similar situation a couple of years ago and it was resolved swiftly by a similar institution. What stops Capitec from freeze the client's account if they can't locate them over the phone until they come to the bank and enquire? Or they can do a transaction reversal (like they normally do with a debit order) at a fee. FNB did that some years ago! Now R15000 is gone down the drain because an error, which was reported almost immediately can not be reversed let alone an effort to genuinely get the person who benefitted.

I am actually reviewing my membership if Capitec can not resolve this matter amicably.