Unfair treatment 😒

My wife has made a mistake and entered incorrect account number , trying to send me cash while I was stuck in a foreign country. I could not get any help financial had to now go in to debt to make sure I get finance to get back home.

She was told by the capitec (East Rand Mall) that they can not reverse the money without the acount holders permission. On a follow up she was told that the account holder has disagreed for the bak to make the reversal. Please advise what is the way forward on the matter.

Thanks