Incorrect account number payment

I accidentally made a payment to an incorrect FNB account number. I went to the nearest FNB branch within 24 to ask them to reverse it and they said they couldn’t. All they could assist with is by giving me a reversal form to complete and wait 5 working days for a response. The form basically states that there is a reversal fee that is non refundable and that the reversal can either be successful or not. After 3 days I received an email stating that they had attempted the reversal but I wouldn’t get my money back due to insufficient funds in the other persons account. The email then provided me with the account holders details and cellphone number. They said I should contact her directly. Meanwhile I had asked if they couldn’t freeze the money in that account or call the account holder or reverse it without waiting those days. They said no they cannot and that the only way was by the form. I lost R10000 because they couldn’t help me. I provided them with everything and timeously. Yet I feel they didn’t care to attempt to assist.