FNB E-wallet Customer Support/help Service putrid

I sent an E-wallet of R3000 to myself and tried to access this money at an FNB ATM at 24h02 on the 22 September 2022. After entering the E-wallet pin the ATM was in process to dispense money when it switched off. The ATM started up again and went into service mode and when it returned to service had no memory of my transaction. Strange thing is that the E-wallet service accessed by dialing *120*277# registered that the E-wallet was accessed and no funds available. However, I did not receive sms that states that I have withdrawn the money from my E-wallet. I called the number indicated on E-wallet service only to find out that the service is only available during business hours. I called the E-wallet and cell phone banking number: *** the next day. The person who attended to my call said that they would need to investigate and will get back to me and that this process will take 7-14 working days. I was not happy with this and could not understand why there would be such a delay if I used my FNB App and an FNB ATM and one that had cameras all round. The agent that handled the matter sent me a form via email to complete so that my query can be registered and investigated. I was also assured that someone would call and update me on my matter. When I reviewed the form I realised that it was a form that was related to reporting of a lost or ****** card. I called back and pointed this out to FNB agents and indicated that there is no place on form to describe the nature of my incident as it relates to E-wallet transaction. FNB does not have a form that covers this matter and there is no documented procedure nor information shared with clients on how to handle the matter I experienced. At this point agent conceded and indicated that the matter must be escalated for investigation. Anyway, I did not receive any feedback by the end of the next day so I went into FNB branch at Centurion Mall in the afternoon and asked for assistance on the matter. To my surprise I was told that they cannot assist me at branch and that I need to call the cell phone banking and E-wallet service number again. I did this at branch and was forced to repeat the details of my query/complaint to the agent as there was no record of my original communication captured on the system. Again I was told of the timelines for investigation and I took this opportunity to convey my objection to the fact that I would have to wait so long to access my own money despite everything about my transaction being performed on FNB systems and ATM. This time I received an email confirming that my query has been lodged and will be attended to. I was given the following reference number: ***Q. At 08h35 on the 26 September 2022, I received an sms from FNB indicating that my refund has been processed and that it would reflect in my account within 24 business hours. Yet again, I could not understand the time delay for the refund and relevance of matter to business hours when we dealing with electronic systems. Despite this the sms gave me some hope that matter will be resolved. Unfortunately, the 24 business hours elapsed and there was no refund to me. I followed-up again with FNB cell phone banking and E-wallet services by dialing the number concerned, only to have to repeat details of my matter on several occasions. I finally got an agent that took the reference number for my original query and promised to get back to me. It is now the 30 September 2022 and to date I have had no FNB agent/investigator or other person call me to give feedback and no refund of my money. Is there any recourse for me as a client? I am not to blame in any way for the failure of FNB systems so I feel I should be reimbursed or compensated for the costs of my time and the cell phone air time that I have lost in trying to get my own money back from a bank which I am client of for may years. In addition, I should be compensated for the concomitant negative impact and inconvenience of not being able to complete my E-wallet transaction on the date and time concerned. When will the money be refunded to me and to which of my accounts will it be refunded to?