Garanti BBVA Failed Money Transfer Reversal

I reached out to Garanti Bank to rectify an issue with a money transfer that didn't go as planned. We went to the location and finished all the required tasks. They were supposed to get back to us, but we didn't hear anything at all. The person receiving the transferred funds is also a customer of Garanti Bank. Seems like they're having trouble reaching out to their own clients to address any problems. Whenever I give them a ring, all they do is tell me that things didn't turn out well. What kind of bank are you if you can't even fix a mistake made by your own customer? Everything is crystal clear, I've got the receipts right here, but unfortunately, they're unable to get their hands on the money. I expect a quick resolution to my issue and a response from Garanti Bank.