Not a bank to rely on for daily transactions

I mistakenly sent funds to the incorrect account by mixing up the last numbers of the cellphone number. Called capitec and i wasnt assisted and was reffered to the branch and still wasnt assisted with the reversal, but funds were placed on hold. Today im back and im told its a civil matter cause the incorrect receipiant asked them to call back in 5 min and they can't. Is this how they conduct business on clear mistakes. Affordable but unreliable. Not a bank you can rely on. Consultants in the branch tried all they can but i also saw theres nothing they can do. We always fight with the wrong people in the branch when head office is the problem. Great branch service from individuals, the bank itself is bad