UNSAFE CAPITEC, NO RECOVERY PROCESSES IN PLACE

A client was paying me using cellphone capitec banking she entered wrong number which is *** instead of ***, we went to the bank immediately and they told us they will call the number and gave us an incident number, the number is unreachable and it's a capitec client. Capitec closed the case because they can't reach the number and these nothing they can do, all I get is sorry go open a case, worst service, no recovery processes in place what kind of bank is that?