MONEY REFKECTION FROM TYME BANK TO CAPITEC BANK USING NORMAL EFT

On 31st of May around 12:28 I sent someone money from tyme bank account to capitec account with normal eft, so the person did not get the money so yesterday 07 May I decided to call time bank to find out so their customer service agent pick up I explain everything to her she said I have put a wrong account number, because it doesn't not correspond with the one on the system bare in mind I have the proof of payment and my proof of payment matches exactly with the capitec account number so I decided to drop the call and call again because I wanted to confirm if she was telling the truth so when I call again another customer service sgent from tyme bank pick the phone uo I explain everything to her and she checked the capitec number from the system and it matches exactly with the one that I sent money to so she opened a case they say they are going to investing and they will give me accurate answer ob the 18th how come because the problem its on their system they should refund me.