Transfered money to the wrong cell number

I transfered money using the cell number facility and mistakely sent it to a wrong number...called capitec and they told me they cannot help me unless the person hasnt withdrawn the cash...if that person has withdrawn the cash they cannot helpe unless I call dat person...tried calling the number i sent to and no answer....I would really like to understand why capitec can't helpe on his while we are both capitec clients and it shows that I transfered the amount to that number.