No solid feedback on logged queries

I sent funds to the wrong account (entirely my fault) i logged a call with Capitec over the phone since i couldnt get time to go to the branch i was given the ref number:***6 i asked the agent what the procedure would be and he told me that he cannot advise as this is escalated to a different department after a day, i called the bank again and the lady told me this can take anything from 3 to 7 days today i called the back and another lady advise that this can take anything from 7 to 14 days because there's a backlog.

can you kindly advise on the turnaround time of such cases and also is possible, what is the exact procedure, i was only told they'd be return fee and nothing else.