Poor service on reversal

Today went to reverse payment i made via app since theres no reversal option on app incorrect amount was paid to beneficiary tried callig the beneficiary to reimburse the money to no avail consultant at branch (Diepkloof Square) tried by all means to help but at the helpline they tried recalling the beneficiary to no avail also then they said whole procedure must be restarted then we were told i cant be helped its a civil matter must go open case highly disappointed in the service i received at Capitec hence forth will nolonger bank with capitec will choose a bank diligent enough to help their clients