eWallet Dissapearance

I have sent an eWallet on the 13 December 2023 and the receiver was not successful to withdraw it. Today when i call the call centre, i was advised by the agent that they can see it was sent but it hasn't been withdrawn but the bank cant trace where it is. The lady i was on a call with made me wait for more than 72 minutes on a call saying she's writing an e-mail for the eWallet to be investigated. Im still in shock that the bank ive been banking with for years cannot trace the money i sent on eWallet. this gives me an indication that major issues that might happen cannot be dealt with. Ive lost hope in you FNB.