Delayed customer services

On 27 September a payment was made via Nedbank imali, during the course of the day I discovered the recipient "Boraro Poultry Farm" is a ********** company. I contacted Nedbank complaints department who told me only in 7 days they can assist me, which on the 7th day I contacted again the complaints department and they opened a case. 31 October a consultant has returned a email with the following reply" Kindly note that the Imali funds did not reverse back to your account as the funds were withdrawn on the same day 27 September 2017 by the recipient.Please could you contact recipient directly to arrange the return of funds. We sincerely apologise for any inconvenience cause and trust that the above is in order . In terms of the way forward, we also realize that this negative experience may have eroded your trust in Nedbank, but sincerely hope that in time we are able to put this matter behind us and look to reaffirming a positive banking relationship with you", what customer service. If Nedbank had stopped the transaction as requested on the 27 September the ********** company would have not got away with this. My question to Nedbank why can't they change their facility to assist Nedbank clients in this situation and avoid this happening. Money has been lost due to the transaction not stopped before the recipient had withdrawn the amount.