No product knowledgebon mobile banking and ewallet service , disappointing service from the call

I forgot my cards at home I then decides I'll send ewallet to my cell phone number to withdraw using FNB bank app. I did the transaction then went to the atm to withdraw, however I couldn't withdraw the at gave me an Error the transaction could not be processed please visit your nearest branch. I realised this was the second time this happens. I then went back to the app and tried to use the card less service, however, the option is not there on the app.

I called the call centre I explained my issued the first agent transferred me to ewallet services. The guy couldn't help me or tell what the issue was, I then suggested cardless withdrawal, decided to transfer me to Mobile app banking agent, now this guy tells me there an option for cardless servise when the isn't. After 20 mins on the phone with 3 agent none I was still left without any assistance, yet we as FNB customer we are advised to use the mobile app for convenience. This is disappointing none of those agents had product knowledge.