Poor service from customer care team leader

I transferred money using cellphone banking on Saturday afternoon to my sister's account using the cellphone number that is reporting to her. Unfortunately the cellphone number is linked to her daughter's and it is dormant. She is required to bring unabridged birth certificate and her application got lost at Home Affairs. She called client service on Sunday & she was given ref no: ********** 0 and was told that I should come to the branch to reverse it and they refused and said it is a civil matter they can't reverse it.