poor no back end action to reverse send imaili

Hi On the 18th June 2015 I incorrectly entered a wrong number using send imali Nedbank self-service, I immediately phoned Nedbank when I noticed I made a mistake and I was told that Nedbank is not able to reverse the transaction neither they can tell me if the money was withdrawn or not. Reference number ***5 was given to me and that after 2 days I'll be able to know if the person withdrew or not. On Monday 8th I logged a complain on their complain site and then someone from Nedbank called me just asking me question and said he'll get back to me which he didn't on Wednesday I did a follow up and the respond was that they are still investigating. This morning the 11th I received an SMS saying that my query was resolved. I called to find out what was the resolution only to find out that they closed my query because they can't do anything even to tell me if the money is intransit in their system or not but they can't. working with systems I know that they are back end action plans that can be taken to reverse incorrect transaction, how come is that Nedbank is not able to do it on their system/ is not possible that a big organisation such as Nedbank don't have backup poor