Error with ewallet

I have just wasted my last 30min of airtime not to get answers. I did a ewallet to my daughters cell. When se type in *120*277# she get a message that she reset her password and need to wait for 24hour. We have been waiting now for 2month and can not get to the ewallet money. Cell number *** Ref number VODSY5HX9YBG on 1 Feb 2020.