Inefficient service

I sent an e wallet to my helper from my business account- Unfortunately she entered the PIN incorrectly 3 times and the e wallet was then blocked-She kept on getting a message to try in 24 hours but it was still blocked. I have been trying to retrieve this money which is apparently on an easy acount for almost a month. I call and I am told to complete a form for the funds to be reversed and to send to some email on the form but the email keeps bouncing, I call back and I am given a reference number (***NFQ) and am told the money will be reversed in 24-48 hours but its been over a week now. Now I cannot get through to the E wallet contact number- I am on hold for a long time then it just hangs up- This is just too inefficient for a Big 4 bank- I am frustrated and not getting any help since I am just being pushed from pillar to post