Reversal of deposit into the wrong account

I am trying to reverse a EFT deposit from a wrong account. This is my forth review in this regard. Capitec answer me on the previous attempt, by going via the bank ombudsman, I contacted this institution and they send me a process that have to be followed. The first step is a written reply from Capitec Bank, why they can not reverse the transaction. I send 3 emails to Capitec complaints management requesting this document from Capitec Bank, this is two weeks ago. Till date no response from the bank, therefore the reason of this one star review. It seems the only way that Capitec wants to contact me???????