Wrong transaction

I made a wrong payment to someone and I called capitec. The lady I was talking to told me they've put a hold on it and I should call in the morning so the can reverse. I call in the morning and the person who was helping me tells me they have to get a hold of that person to get approval to do the reversal. The persons number goes on voice mail. Clearly the person changed his number. Anthan two days later capitec call me and tells me these nothing they can do. So must my money get lost just like that because a reversal can't be done. If it's bank charges they worried about why don't they take it from that money an return the rest o ask me to deposit the charges money so the can return. How could they just call me and tell me these nothing they can do. It's really unprofessional and ridiculous. Need this sorted