Bad service from FNB

I am extremely disappointed with FNB..I had an atm claim that was processed this past Monday. I was sent a message via my banking app on Tuesday that the money would reflect at COB. It never did. When I called on Wednesday morning, I was told the payment was rejected as ewallet was the method of payment and It has a limit of R3500. The consultant I spoke with them asked for my bank account number and said the money will reflect by 6pm today. When I called for status update, I’m now being sent from pillar to post and told that it takes 7-14 working days. Info that is totally different from what I’ve been told these past few days.. so frustrated an disappointed especially because it’s your own atm that malfunctioned and I could not get my money.