POOR service

In October last year my mother mistakenly transferred an amount of R10000 and R9000 to a wrong Bidvest account, she immediately went to the bank for a reversal Capitec Bank promised to reverse it after 14days. On the 16th day she went back to the bank, she was told that the were no funds in the Bidvest recipient's account. She went to Bidvest, at Bidvest they wanted an email from Capitec Bank and they told her that there are funds in the recipient's account however they are waiting for the email from Capitec Bank. Upto date Capitec Bank never sent an email. They said it's against their policy to communicate with other Banks, they didn't care about their client who lost money.