Horror service

I have money on the e-wallet however unable to withdraw the money, what is appalling is the fact that there is no clear communication regarding the withdrawal of money. I need the company to explain why are they allowing the money to be transferred if they are unable to assist the Telkom mobile number to access their money. They are supposed to reject the money from the onset rather than allowing money to be put in and at a later stage you are told you cannot withdraw the money at their ATM you have to use a retail store(Spar). Yesterday I wasted my 15min at the Northgate branch trying to be assisted and their Technical line support is the worst they kept me twice on the line and they hung-up. The reason of using this methods of banking is to make ones's life easier but it actually turns to be the worst experience ever. The money was deposited on the 26.04.2019 to date I still struggle with getting the money tell me if this was money that I desperately need what could have happened. On the line Tsholo was the person who hung up on the line. I am able to get the pin as FNB also did send a notification to say I have money in the e-wallet but to access that money is a mission impossible