Refund request

I deposited 3250 to my mom's cellmphone number is apparently blinked to someone else's account number but what us strange my.mkm rectified notification of thebtrabsfer in but the account number was not hers and when I went to capitec they said they have to get permission to reverse but proof of transfer from my.accountnis in their system and how did they open an account for someone with my mom's cell number and its been 7days ,they still don't want to refund me its escalations after another and they say in their notes its a civil matter. Why and how as Its my.money and big the loom of things they care about the receiver and not the sender. I want my money back.how does capitec link account using someone else's cell number because when it incorrect if will reject sense I thought all was well without checking the account holder details.