No assistance with E-Wallet query logged online

No assistance received after logging online query - TWICE - regarding ewallet issues. Original query: On 23 January I sent R200 via ewallet to recipient - without pin. Recipient had to follow computerised prompts after receiving sms without pin. Got kicked out of automated system. I phoned FNB - was told to e-wallet another R20-00, recipient can then use the second pin to access first funds. Recipient got kicked off online prompting system - AGAIN. Tried a 3rd time, with another R20 sent via ewallet, this time I selected that a pin be sent to recipient. Recipient was only able to withdraw a maximum of R200 at atm. I have asked for assistance regarding gaining access to the remaining R40 which I sent? Also - the costs per transaction is ridiculous - R11 - hence R33 in total, of which R22 was a complete waste because the system was faulty?? Can someone please look into this and GET BACK TO ME?