E-wallet

I'm writing about an issue with an e-wallet extra feature. I participated in a survey back in December and was sent R500 via e-wallet last week. However, I'm unable to withdraw the funds. Despite multiple calls to contact centre and visits to branches, no one seems fami**** with 'e-wallet extra' and can't help me access the money. The funds are stuck and I urgently need them. Can someone please look into this?