eWallet R300 missing

On the 25th August I made a eWallet payment to my sister of R300 she tried collecting the money from the Randburg Square centre and was unable to collect the cash error was shown and she tried again on the 26th August still not able to collect the eWallet.I reported this matter on the FNB direct messaging on the App spoke to atleast 4 Consultants and was told there was a system issue and would be sorted in 2 hour- 48hours.This totally unacceptable as it's now the 4th September 2024 and still nothing .Have the proof of the funds in the account shows send but was even unable to do a reversal on the system the R300 is not showing to reverse