Ewallet Team is non existent

I got an ewallet payment on the 12th February - I tried to withdraw the total amount and the atm screen was in sun so you could not see the details on which screen you were on - long story short I had to make 2 withdrawals and got charged R11 for trying to draw the total amount 2nd time . I complained and got told I had been reimbursed since then it has been one email after another - some RB responding on FB posts that he/she is just as frustrated and 3 employees @ FNB that have not rep**** to any emails - so does anyone work at FNB Ewallet team or are you all ghost workers sitting with my money? Beyond pathetic and how is it that an employee ie Bongi Mtiya ie Nelson Zweni dont resolve and take accountability