E wallet

I recently sent someone an ewallet for R250 on the 1st Sept and since then they have been struggling to retrieve the money it gives an error “ you’ve entered an incorrect pin/phone number, I asked the person to wait until the pin expires the generate a new pin and still the same issue, when dialling *120*277# it does show the amount and also gives a pin, I called the e wallet call centre they said they can’t help I must speak to internet banking, internet banking said they can’t help either I need to speak to Premier banking, Premier banking said I need to soeak to the ewallet call centre, can someone assist with this