Worst Customer Service

I'm experiencing the worst service ever from a bank, I transferred money using cellphone banking from my captive account to another Capitec account, however I used the incorrect number and the money went to the wrong person. I have been trying to get Capitec to reverse this transaction as the user I sent money in error to is not available and their phone number is off. I spoke to Zandi Mabaso at the Job call centre and she claims they need the person who I sent money to in error to give them consent before they can reverse this erroneous transaction. I told her this users cell is off and I urgently need to send this money to the correct person. she insists I have to wait until they get hold of this user, even if the number is no longer in use. This is not the service I would expect from Capitec.