Sad service

I have a question and a complaint.

My wife made a payment via the Capitec bank app. She unfortunately paid to the wrong beneficiary. We immediately called capitec aand they put a stop on the payment before the money reflected in the other person's account. The agent said that if the person does not give consent to reverse the payment then it becomes a cival case and they can not do anything else. Is this correct. My other problem was thatwhen we called capitec my wife tried to inform the agent that she is unable to hear her over the phone and requested that her husband(me) handle the matter. The agent did not give my wife the chance to explain fully the reason for the request. She just carried on with conversation. The more my wife could not hear the more frustrated she got and the agent got. So the agent was no help. She also requested that our daughter be given consent to handle everything on behalf of her but she was also denied that. Please advice.