Appauling Service

I would like to express my frustration and disappointment with the level of service I've been getting from FNB on a case that has still not been resolved according to me. I had logged 2 cases with FNB regarding an ewallet that had not dispensed from an Atm after the recipient did not receive the funds when punching in the details from the sms. The first case was logged at the branch where the Atm was at for the ewallet that did not dispense and after the investigation the bank could not find what happened to the money and i was told to logged in another case, of which i did but now through the call centre of which i was given case number: C1M2B4 logged on the 13/10/2023 and was assigned to Vuyisile Zungu from the private clients department. After weeks of following up and being told that matter is still being investigated by Vuyisile and that she will call me to provide feedback, which never ever happened since the date the case was logged. Today i called to follow up once more as i need that money refunded to me and i was told that the case has been resolved by Vuyisile, without me being contacted and without any feedback. So basically the money i had sent as an ewallet has somehow disappeared since no one can tell me what happened to those funds.