FNB ewallet Complain

On the 10th December 2019 I was flat broke had to borrow R200 for petrol from my cousin who sent it via FNB ewallet later on that day after work I went pass Engine Garage by R21 to withdraw the cash and put petrol but the money got stuck in the machine tried to pull it but the machine closed the money slot and gave a OUT OF SERVISE sign. I went to the garage to get help was told I need to contact FNB. Made a call before I could introduce myself my R12 airtime was gone. On the 11th I made a call to FNB and I was told to wait 24 and call again then again I called on the 12 Dec the gave me a case number and was told they will be in contact 24 to 48hrs. I have been calling and even went to the bank and no one can help me every time I call they tell me they can't open the Ref info as the system is down. It really hurts because I had to borrow more cash n pay my cousin the R200 I never got. Ref no: ***Q