FNB E-WALLET R2950.00 TRAUMA

We sent money on e-wallet, lady went to an ATM on a not busy Sunday morning, she got a "incorrect pin" message, double checked, tried again. Got a receipt but no money came out, called FNB while still on the spot, ran out of airtime, we transferred airtime to her cell and advised her to request a new pin. The message came with R0.00 balance. She was now panicking cause no one used the ATM, called FNB explaining her predicament and crying, she was then given ref number and advised they will come back to her in 2 weeks. Nothing happened after 2 weeks, i started calling every day, they will come back to me, "still investigating" no one comes back to you as promised. Went to FNB branch, called from there, promises AGAIN to come back, sent emails to their complaint site, NO RESPONSE. Went to the branch AGAIN, was now told, the money was withdrawn the very day that she called them, i got this now after more than a month's frustration, time and energy waisted. Demanded to see the footage that they took more than a month to get while the ATM is just next to their branch. I was told to go open ***** case at the police station, which i am yet to go :(