Cannot access my e-Wallet deposit due to me not having a Prepaid Phone! Pathetic service!

So frustrated with FNB chat bots, telephone advisors and my Private Banker Refilwe Sehlake.

I received a eWallet payment and was advised that because I have a contract phone and not a pay as you go phone, I cannot create a pin code to withdraw money and FNB can assist or transfer that balance to my transactional account. The money does reflect and FNB confirmed

This was escalated to my Privat Banker which promised me she will find a solution and phone me back. Several calls and 2 days later. No response. Pathetic service!