E-wallet query

On the 30th of January, I received an e-wallet from the following number *** amounting to R500.On the very same day I went to FNB Mahikeng branch to withdraw the money, so the money got stuck and I only got R100. I informed the consultant(By the name of Gift) who was stationed outside and he advised me to get inside the branch to lodge a complaint. The consultant who assist me inside told me to go to the self service phone booth to call the e-wallet department to lodge a query (Ref *** NQF) and it was declined. I went back again on the following dates: 12 February 2020 (Ref ***NQF) 14 February 2020 (Ref ***Q) 18 March 2020(Ref ***Q My claim was still declined by the e wallet department because she explained that on the system it showed that I withdrew the R500, so she advised me to lodge an ATM claim because the money got stuck on the ATM. I went to the Branch to lodge an ATM claim which was also declined,I went again to the bank and Tshepo was the one one called to assist me. She then told me she will send an email to the head office, to request the CCTV footage. I went back to the branch to get an update that's when she told me that she's still waiting for the head office to reply to her email. To date I have not been given an update or my money.