Service and terma and condition that I was never told of

Yesterday I made a money transfer of R480 to an incorrect recipient and I made a call to the call centre and spoke to nhlanhla who advised they were not able call at the time to follow up the next morning after 7am and I did call twice cause the first call dropped and 3rd person I spoke to was thando who advise its policy that they can transfer the money even though it held on their side without consent from the account holder and i asked to speak to the manager and she advise she sent the request for them to call and this was not done, this was around 10am and I then called gain about 30minutes again and asked to a manager and was transferred to shamil the team leader who they advised the same thing that they need consent and i told her that this was never advised to me when I opened the account nor was I told whm I opened the app and registered at the bank, they service is disgusting and extremely disappointed.. I requesyed for form for ambudsman to lay a charge with the bank and need my money back