FNB eWALLET PATHETIC SERVICE

Horrified by the pathetic service from FNB - eWallet client service centre as well as the branch. I had a some of money that was transferred to me using ewallet last Wednesday 23/01/2019. I was advised to dial *120*277# to access the money by requesting a pin etc. no matter how much of airtime I have loaded on my cell everytime I dial *120*277# I received the error 'you have insufficient airtime for this transaction' . I have spent practically all of my day yesterday trying to access the amount from my ewallet account to my surprise I have been pushed from pillar to post between the Bank and service provider. I have had no joy whatsoever. I HAVE MONEY IN THIS ACCOUNT!!!! all I get told is there is nothing we can do!!!!! SO am I expected to just sit back and leave the funds to sit wherever for someone else to use. WHY DOES FNB HAVE SUCH A SERVICE without having some solution as to how clients can access funds from ewallet if the client is unable to obtain a PIN. who is going to take responsibility for this cell c or fnb ??? when I dial *130*277# I can see my balance it even allows me to purchase airtime but when I try to withdraw I CANT How CONVENIENT!!!!