Terrible service

Sent a request through my bank for a recall for a Capitec account as the funds were not returned if the Capitec account was closed. Capitec required consent from the beneficiary to recall the funds back to my bank which was sent late September, my bank escalated the matter to group risk as there was no feedback from Capitec regarding the funds. I urgently need the ombudsman details as the Capitec branch staff cannot assist as they call their call centre which is even more clueless on the process for a recall. I have never seen such incompetence for a local recall considering SWIFT recalls with overseas banks are resolved way faster than this.