EWallet money disappears

Good day, I tried to withdraw money from the Standard Bank atm using a cash converters EWallet card on Friday 4 July 2025, the money didn't come out, but it's gone on my EWallet. I tried to call Enb but they referred me to a branch, the people at a branch said they don't know how to help me and at cash crusaders they told me something like that has never happened, as if I know what happened to the money. I'm frustrated now as I feel helpless. My card number is ***.