No transparency on Capitec Products

I made a request with Capitec to do a recall of a large payment made to a company that closed down shortly after the payment was made, and no services were supp****.

I was promised by Capitec that they will follow the procedure to attempt the recall and that I will receive timely feedback. After 30 days have passed without any feedback, I contacted them. I was told that they couldn't do the recall since I used the Immediate Transfer (Real-Time Clearance) feature.

Firstly, I still don't know whether they actually followed the procedure to do the recall, since they haven't given me a straight answer. So I have to suspect that they saw that it was an Immediate Transfer and then did nothing.

Secondly, I had no idea that doing an Immediate Transfer will have this effect. They do not disclose this information anywhere, and they have admitted to this. If I knew this would be the case I would have never made the Immediate Payment.

I have now asked them for the recordings of the 3 calls to/from them to use as evidence for my complaint to the Banking Ombudsman. I have requested it 3 times since 8 October 2020, with no reply.

The bank is clearly at fault and is now denying me justice.