No1 seems to know how to unblock my ewallet services

So I was unfortunately ****** on 04/07 and my cellphone and purse were some of the items taken. I blocked my Fnb card, cellphone banking and ewallet because I had just requested a pin to withdraw from my ewallet. These were successful blocked and I had peace of mind knowing I could sort my life out without worrying about my money. The following week I went to Maponya branch to request a new card and have my money services unblocked, the consultant only managed to unblock my cellphone banking services but not ewallet. I realized this as I was walking out the mall so I went back to the branch and the lady at the door said instead of joining the line to speak to a consultant it would be better to contact FNB using their phones. I called ********** 405 and I went through the longest security check process ever, I didn't mind though because it shows just how secure my money is with FNB. The lady on line assured me that my ewallet has been unblocked but it would take 2-3 working days. My jaw dropped as I really needed the money in my ewallet to pay the access required to get my new phone. I accepted this and figured I can survive 3 days without a smartphone. After 3 days I continuously kept on checking to see if I had access to my ewallet yet but I kept receiving the same notifications that my ewallet services have been blocked by FNB. I got paid at work and forgot about the money in my ewallet. I contacted FNB again on 05/08 and spoke to a consultant who kept on insisting that I have access to all service and nothing is blocked on her side. After asking her to hear me out she put me on hold while she confirmed what to do in this situation. She returned to notify me that they can't unblock MY ewallet and I should request the person who sent me money to contact FNB so they can unblock MY ewallet. I don't understand how someone else has authority to request this to be unblocked and I can't do it myself. Because I need that money urgently I asked my mom to contact the bank since she's the one who sent me the money via ewallet. She has called twice and the consultants she's spoken to are both saying different stories and have no idea how to help us unblock my ewallet. Can someone who knows what they are doing at FNB please help us resolve this urgently?