Tyme bank dissapoints

I transfered money to a cell number which is not working unfortunately I wasn't made aware of this and when I spoke to the ladies at pnp they said a reversal can be done immediately. I phoned the call center that said it can't be done .how can a bank not reverse a transaction? That sim card is faulty and the owner cannot use it .I sent it for Christmas and now they won't have any food .I was told to wait 7 days to te get it back .what must this family eat for Christmas?