Highly disappointed

I had a case with FNB regarding an ewallet I could not withdrew, a consultant by the name of Ornica called me about a month later of been waiting to be contacted.. She sent me a statement and told me to go to the spar where i tried withdrawing the money, i will find my money there...I must justshow them the statement....Spar is refusing to give me the money saying that they need proof that the money was not reversed...the sender was a client of mine and is in and out of the country...it is now approaching 3 months and this case has not been sorted. Case Number 588319