Poor service delivery at capitec bank

Hello Peter, yesterday in the morning I've mistakenly sent money at capitec, I then called to report the matter after holding and line breaking for too long they then refused to reverse the money into my account. I was then told that even if they'd reverse the money it won't be the amount that I've transferred because the account that I've transferred the money into has arrears. They then told me that they first have to call the account holder to confirm if they should reverse the money or not. To my surprise is that I'm a Capitec account holder and have been their client for 10 years and counting. It puzzles me realising that in some serious matter like being ****, they don't call us to confirm if they should allow those ******** to access our account or not. I didn't even receive anything after the call showing that I've lodged a complaint or case pending.