Bad Service/Incompetency from Consultants

I am very disappointed with FNB, I usually send money via ewallet to my sister monthly and unfortunately she has changed her cellphone number without my knowledge I sent an eWallet to the wrong number, my issue is when I called FNB for assistance, I dialled the number on their website for ewallet and selected the ewallet option there was a lady that took my call and after I had explained my issue to her she told me she cannot help me and transferred me and I waited for about 9min and then spoke to another lady her name is Thuli and I explained to her that I need help ewallet and she said she will help me, after explaining my issue she said she can't help me she'll need to transfer me and after waiting for another 5min I got cut off. I don't know what's happening at FNB but this is not the type of service I signed up for. So if it's not too much to ask for can I get somebody from FNB that CAN actually help me to call me and help me as the slogan goes "How can we help you"