eWallet department lack of cooperation

I have money (more than R1500) good tied up in my eWallet account. A few months ago Vodacom cancelled the number which was linked to those monies. As a result I was forced to get a new cellphone number. I have called FNB and asked them for assistance in resolving this issue but everyone keeps passing the buck. Nobody is willing to assist with my query. The worst part is that the consultants I've spoken to have indicated that they have access to the monies and that they can perform the required operation to place the monies in the rightful account, but they refuse to do so.