Not happy with the service form capitec regarding my refund/reversal

Capitec'service is so pathetic, consultant log query incorrectly cos they do'nt listen or empathize. My query was I transferred funds from my personal account to Fnb account, beneficiary didn't receive the funds . They didn't even investigate why beneficiary didn't receive funds instead they recall the funds of which it was unsuccessful and they charge me R120 and it took 14 days for them to park that query on their books before they tell me it's unsuccessful. Stupid me went to capitec mall of Africa again, to teach them that they cannot recall funds that are stucked on their system. They can only tell me they will investigate and not show how many years it will take. Is this how capitec makes money by investing our money before they can release it to beneficiary and for so long? I'm so disappointed and I just want to know how long am I going to wait until I get my money R2000