FNB CARDLESS WITHDRAWAL

On the 25 February 2019, I tried to make a CARDLESS WITHDRAWAL of a R1000 using my FNB mobile app. The transaction was not successful & atm receipts read "we are unable to help you now. You have selected wrong option. To with withdraw from e-wallet services dial *120*277# on your phone to get a pin, then select e-wallet services". I tried this even thou my initial request was for a CARDLESS WITHDRAWAL not an e-wallet. I visited FNB branches several times to query this to no avail despite the fact this R1000 reflect under my number as uncleared when I dial *120*277#. I have spoken to several FNB staff members who all either failed/refuse to help me retrieve my money. This is deliberate form of theft by the bank.