Fnb Powerball winnings NO PAYOUT

I played Powerball through an fnb app and matched 5 numbers on Powerball plus on the 24th of July 2018. I also matched 1or 2 number on another line which I received an sms on the 25th FNB:-) Congratulations, you won R12.30 in the PowerBall draw. Your winnings will be deposited within the next 2 working days. FNB, a Div. of FRB Ltd.but no sms for the 5 number match. I contacted on the 27th and spoke to Claudia Ross who mademe hold theline until I ran out of airtime and didn't bother to get back to me though she did ask for my number. On the 30th I spoke to Tsholofelo Ma***o who told me to email her my numbers and the results which I did but still no update even after I asked for an update on the 31st and 1st of August and got nothing not even a reply. I phoned the complaints office I'm waiting to see if this matter will be resolved.