Mistakenly transferred funds to an incorrect account

I was so disappointed at Nedbank. My aunt, a 74 year old mistakenly transferred funds to an incorrect account. Unfortunately for her, this person seems to have lost his phone so she was not able to liason with him and because his number no longer works chances he did not receive the notification and not everyone checks bank statements. I used the chat option to find out on how Nedbank could help their client as she has the POP and the payment reflects on her statement. She was advised that she will be required to pay a R394 amount for recall submission. Not what frustrated her here is that R500 was mistakenly sent, now if she pays R394 she will only be getting R106 back. Is there no other was that Nedbank can communicate with Fnb to help an elderly citizen retrieve her funds?