Ewallet complaint

Please note that I bought airtime via ewallet from ********** 318 to ********** 355 for R60 on two different occasions but until today the airtime have not appeared in the 065 number. Last week I went to FNB Pavillion branch to enquirer, they put me through to ewallet and the lady consultant whom i spoke to on the phone she told me to wait for 3 to 4 working days but she did not gave me the reference number. Today i went to the same FNB branch again, they put me through to ewallet department and I spoke to Elizabeth and she told me they are no records of my last's week call and she gave me the subject line reference number.

Please note I will like to escalate the matter as this has inconvenienced me, and also find the consultant that I spoke to last week, discipline her and i demand an explanation and apology. I am an FNB customer and it's a first time experienced this.