Very poor service from Capitec

The service at Capitec is very poor.

I logged an incident with Capitec, I wanted to reverse a payment I made to another Capitec client. I was told since this was a Capitec to Capitec transaction it'll take about 2 days for funds to be reversed. 2 days passed with no response from capitec, I tried to call but was always told the consultant who's busy with my query is on a break/not available.

Today I twitted the capitec team and then the pros who was dealing with my query responded with the below" Good day Arthur

Please excuse the delayed response.

Kindly be advised that I am unable to reach the recipient.

Due to this is it is a civil matter.

Kindly consult with a lawyer for further assistance.

We apologize for the inconvenience caused.

Kind regards

Rodwyn Crowe Agent: Service Admin Service Support"

Since when do we need a lawyer in order to have a transaction reversed. And how does Capitec conclude that this is Civil whereas they say they were not able to get hold of the recipient. I wrongly transferred money to this individual and now this is civil matter that needs a lawyer?