Money Disappeared!!

So...my mom has been banking with capitec for a while now so she understands how it works that it includes their baking app,now abput a month ago she transferred money ti someone via the app and in her app it showed that the person got the money all is well untill she got a call from the person informing her that the money hasn't reflected,she asked her to check her bank statement which indeed proved that the money never came in.My mom went to Capitec to enquire and was told that indeed the recipient did not get the money but there's not much that can be done to reverse the money back into my mother's account.Now im not an IT specialist but i do know that something can be done technology is too advanced these days and R3000.00 isn't really change so honestly im disappointed with capitec at this point in time.