Ewallet/Recharge

I was sent an ewallet and FNB's app has removed the facility to renew PIN using this platform,I was told that I needed to recharge my cellphone account in order to be able to access the e wallet and when I did the airtime wasn't loaded to my cellphone number yet it got deducted from the ewallet balance, the consultants at the Marshalltown branch were clueless and the whole time they tried to pass the buck to my service provider... I was instructed to call the ewallet contact Centre the first consultant hung up on me with no resolution they wasted my time, having to call again and wait on the que and still my issue wasn't resolved... Can this please be resolved ASAP.