Bad sevice

My e-wallet to easy zero disconnected by itself in December 2022 after using it for a year. I called in and they told me to go to the bank. I went to Boulders in Midrand and waited for 3 hours, just for them to tell me there was nothing they I can do and I need to call in again. I called in and they did not help, went to the Mall of Africa branch and still the same thing. I just want to transfer my e-wallet to my accounts without going to the ATM