eWallet refund still due from issue experienced at The Zone ATM!!

Hi, I'm writing this review on behalf of my son, Damian Mienie, who seems to not get any help from FNB wrt the call he logged on 26 July, reference 531492. The eWallet money sent to him "disappeared" at the Zone ATM and I subsequently sent him more funds. The consultant he spoke to at the branch the day he logged the ATM notification error, told him it would take 13 working days for the refund. Trusting the refund process and that it will run its course he only again followed up by phoning ********** 405 on Monday 13th August, after which he was told there was no further feedback or notes made on this call reference. Despite this HP complaint, I also tried messaging my own FNB contacts using the channels provided on internet banking site, yet also no positive feedback or assistance. What recourse do we have as consumers and how do FNB justify the possible "*****" after being alerted to the ATM issue experienced. I have no words anymore but only frustration in trying to get this sorted out for my son. Please get in touch with me on ********** 740 or Damian on ********** 350 urgently. He is in class most of the day and that's why I'm also involved...