Poor service

On Friday the 5th November I made a payment using the Capitec App and on the following day I noticed that I punched in the wrong account,I made a call on how to reverse that payment but the lady that was helping me said it was impossible for them to reverse the payment because they need to get permission from the recipient I asked how because that's my money? She said it was the company's policy,she then said the recipient was not available , following day I went on to Capitec branch the guy that was helping me tried calling the recipient but the phone was picked up by the and the wife said we should call again around 6pm ,well I did call the Capitec call center a guy named Shaun said there's nothing he can do I must go to small courts and open a case ,but my question is how do I open a case when the recipient did not refuse to send back my money? The call centre agent did not even bother to try calling the recipient .