FNB ewallet query

I'm not one to usually write a review but I must say I'm disappointed with Betway and their customer Service.. is this another Standard bank saga?? How does money disappear? I may not be the one that brings big money and yes my withdrawal it isn't a lot compared to the millions you pay however a little bit of respect and equality goes a lot way as a client. I made an FNB withdrawal on Friday around ams and I was told by one of the agent that the funds have been paid even though I never receive an SMS confirming it however I dialled the FNB Ussd and still there was no funds showing and not was the BETWAY wallet appearing under it as well. I went on the live chat i waited for more than an hour waiting for assistance until I left the chat I then decided to go Facebook and and luckily I was assisted and the agent told me that the funds will be reversed back to my Betway account so today I go on Facebook and the agent that assisted me today is telling me that the funds can't be reversed as my FNB account was sitting on a negative and FNB deducted those funds... Two different stories within a 24hours???? I kindly asked the agent to send me POP and the response received was "BETWAY is not a bank" ouch.... I then told the agent that yes I do understand but however Betway works with FNB and I'm well within my right to request for the proof of the funds being paid. The agent responded and said that the proof on my account under withdrawal is enough. I explained to the agent that it does happen for the system to show paid when in turn during capturing the payment was missed.. instead of getting assisted the agent cut the chat and left me ... That was really rude, I thought BETWAY prided themselves with Good customer service? There was no effort whatsoever from the agent, is it because I'm not a VIP client and I'm enquiring about a mere R 550? Does a person have to go to extra length to be taken seriously? I provided all the necessary proof to show that there was no money receievd. I even had to send an email to ewallet pro just so they can check and verify. Something Betway could have done on their end.. the agent then tells me I need to ask FNB how much is left so I can withdraw it even when I showed her that there's no money in my account?? I'm really disappointed.. throughout my almost 6years of using Betway I have never encountered issues and it has to be this time with such a small amount. Yes I know Betway and customers services is poor, who waits over 2 hours to get assisted, and you guys are using the connex system. Were chats are distributed based on the queries. But why wait 2hrs for a simple query that can be solved within few minutes? Even if they were high chat volumes 2 hours though?? Im a customer service agent for a gambling company and if this is how our customers feel when we don't assisted them full then I empathise with them and moving forward,IL do better and make sure that I assist to my best abilities..