Refund request

I'd like to complaint about the service given to my Fiance regarding a refun request, he sent money to someone using the cell phone number and missed a digit and number does'nt seem to be existing as it doesn't even ring when we dial it and when we went to your branch in Kranskorp we were given a reference and they told us that they froze funds it been almost a week and we haven't had nothing, we want these funds to be refunded urgently someone pls contact me please.