Money reversal

I am appalled by Capitec banks reversal policy.

On the 27 of September around 22h30, I transferred money using ussd code to a wrong number by mistake, i tried calling capitec customer care line all night to get assistance but there was no answer.

I eventually called the number at 5h30 on friday monet and it was answered by a female, i told her that i mistakenly transferred R2800 into her account and i asked if she could reverse back the money, she agreed . After 2 hours i called her and her phone went to voicemail, then i called capitec customer care line, luckily this time it was answered then i was told that she used my money and that i have boundaries to open a case against her, she denied that she did not receive money but statments show that was transferred.

1. Capitec customer care line is said to be 24hrs, i called and called until my airtime finished and there was no one to pick up the call.

2. Why do you have to get permission from the person who received MY money to reverse MY money?

3. Since she used my money, why can't the bank freeze the funds when they are available so that i can have my money back.

4. Why must i go and open a case whilst this case can be resolved within the bank because this thing can drag for months and months?

5. How many people have gone through wgat i went through... am i going to be another case that just hanged?

I am so so disappointed and heartbroken. How can capitec bank let *****s be *****s!!!