E-Wallet Opaqueness

I was paid an amount via e wallet and when I tried to withdraw, the ATM would not let me withdraw the full amount. Thereafter I had to pay an R11 service fee. Since it was not a round amount I withdrew, R19 was left behind in the e wallet. Then I received an SMS that I had to transact within 30 days to avoid service fees! What the hell, all I wanted was to get the money and get outta there! I have spent 2 hours at a FNB branch with no-one being able to help me except to say I had to buy airtime. I am on a contract so why would I need airtime? So I bought someone else air time, and yet again with the service fee I am left with a R3.00 balance. I CANNOT GET IT OUT AND I CANNOT CLOSE THE ACCOUNT! I do not bank with FNB and therefore would like this matter closed and written off once and for all.