Ewallet refund

In August 2023 I sent my mom an ewallet amount of R1800 and she went to withdraw it and the ATM gave her an error. I called my bank FNB later after my mom tried three different ATMs because she was desperate to get the money hence why I sent an ewallet instead of electronic transfer and the agent said the money had been withdrawn at 12:57 at the second ATM, and advised that my mom must go to the nearest branch for investigation to log this for investigation. At the branch they told my mom that she must to go to the police station and open a case which we did go and I went to the branch with the case number to follow up. The branch said they can’t help they don’t know which department must help but ended up lodging the case because I refused to go back without help why are they operating at f they not a full on branch. I went to another branch to follow up and they put me through a ***** department to ewallet back to credit card so from pillar to post basically. Fast forward to 16 January 2024 I am still waiting for the resolution I lost R1800 because of their ATM malfunctions. The case number is ***, I want my money back.