EWallet Refund

On the 24th of July, I sent money via eWallet. Upon withdrawing the money, the atm displayed an out of service notice and no money was dispensed. I immediately called the fnb number and was advised that I should go into a branch. Being an essential worker I was not able to do that. I called again and was advised money will be refunded within 24 hours. 24 hours later and no refund. I then called again and was given reference ***Q. The next day I called and was placed on hold for 15 minutes. 15 minutes. I dropped the called and call back. Another agent advised that she will call me back with feedback in 30 minutes. I am still waiting for her to call back. On 30th July I decided to call again and was bluntly advised that my money.... Money belonging to me. Will not be refunded. I asked to speak to a manager and was given an email address. I have emailed my concerns but no response!!! After years of being a loyal customer. I will definitely close off my fnb account. The service receive regarding this particular issue has been disgusting!!!