Poor service

I am certainly not happy with the poor service I received today from Capitec in Umhlanga Gateway Mall after logging a query of an incident that happened to me earlier. I mistakenly sent EFT to an incorrect number, I than went to the bank to reverse payment, they logged a query which I was advised will take 24 hours to be resolved but in 10 minutes I recieved a notification stating request of reversal was unsuccessful. Help me understand what was done in 10 minutes to resolve my query even worse I am not getting my money back. I would like my query to be looked at again and resolved.