Professional negligence - Wrong Account Details provided by bank

I obtained a "proof of account details" document via the Capitec Bank app and sent it to one of my service providers when they offered me a refund. It was only when the service provider sent me proof of payment that I realised that the account details on the Capitec bank document were incorrect. Upon this realisation, I called Capitec Bank's customer service on 11/11/2022 for assistance. The Capitec call centre agent said that she would call the Capitec customer who erroneously received my funds and revert back to me. To date, I have not received feedback from her. On Monday, 14/11/2022, I visited my local Capitec branch to enquire about the status of my complaint, only to be told that the incident was never logged. The bank employee suggested that I tell the service provider to reverse the payment, which to the best of my knowledge, is impossible. This morning, I checked the status of my incident via the Capitec WhatsApp chat platform and was advised that my incident is being actively investigated. I am appalled by Capitec's lack of accountability in this matter. It is not the consumer's responsibility to record their personal information in Capitec's banking system. That responsibility lies with Capitec staff. Gaslighting a loyal customer and not taking accountability for your staff's negligent conduct is extremely unprofessional and *********. What is there to investigate if I have provided proof of the account details document as well as proof of payment from the service provider? As things stand, I no longer want to continue banking with this institution, given my recent encounter with their staff in my attempt to resolve this matter. To date, one Capitec customer has been unjustifiably enriched with funds which belong to another and the bank which has been the cause of this injustice is still trying to pass the buck instead of rectifying this situation.