Worst service from Capitec Bank

Never in my entire banking life have I expirienced this worst and ridiculous service like what I got from capitec. So I did a transfer using a cellphone number on the App. The App confirmed the details which is the exact details I had. Few minutes later, the person I was transferring the funds too called saying that she only received the sms but the funds did not reflect. I immediately called their client care and the agent told me that the number I used is registered to 2 clients with same name and surname. I asked for way forward and the agent said she will try to call the other client. After few minutes the agent said she called the client and the client didn't answer therefor there's nothing she can do as their procedure tells them to call once.

What kind of system is this bank using which is not safe. How can 2 people be registered with same number. Is our money even safe with this bank?