Refund and recall

I mistakenly transfered a certain amount of money to another capitec client using an account number, upon releasing the mistake i contacted the bank for possibly tracking clients account and trying get my money back but the money was already utilized by the individual.....was then informed that this is a civil matter i needed to contact the police for further assistance, i went to the police they then accompanied me to the bank to get recipient details, we were only given her cellphone number after she agreed on a phone call that was made by help desk, then i contacted the client she refused to refund back my money, two days later capitec blocked her account, she then called me and send an affidavit that gives capitec a directive to debit her account and send my money back, i then went to liberty midlands mall capitec branch, they then promised that the money will be in my account after an hour, that was 23rd of december upto today no money has reflected, i then tried to reach capitec on whatsapp was later told that a recall cannot be made, i don't how and why because the client has given them a directive of what to do.