E Wallet incompetencies

On the 15th of June I transferred money via ewallet to my Sister.She went to withdraw the money at an atm and unfortunately the machine reported that it was out of order immediately and indicated that the money is dispensed,which she didn't receive. I have been in contact with FNB since then I even asked my private banker to intervene. The excuse I always get is the administration is working on the problem.Their turn around time of 14 days has lapsed.Iam frustrated now don't know who else to contact. Poor service and not being considerate for their clients.