The right number but the wrong account

I sent R500 on my friend's number *** she use the same number for calls and WatsApp) so apparently it was some guys number before her , the guy had a capitec account linked on my friend's number so the notification went straight to my friend and the money went to the previous owner of the number so my complaint is I reported this the same day and they told me to bring an affidavit so I brought it a day after . The consultant said to me its a civil case I should open a police case but the money is not there anymore the guys withdrew the money on the same day I reported. I'm the sender I'm complaining they were suppose to atleast freeze the money or something I gave all my details to show that I really did the transactions but I have to cue on long lines for an issue they could just solve on their own because they have the details of that account and the current number that the guy is using.