Nedbank to Nedbank payment don't get reversed.

I recently made a payment through my nedbank business account but the person the payment was going to gave me the incorrect banking details.

I requested a reversal and nobody could help me. I requested the process they take to reverse the amount and the best they had was "try to contact the person and ask them to send the money back". How is it possible that Nedbank can't reverse a payment from a client that is a client in their own bank?