pathetic service

I have lost cellphone and i had made an ewallet to my own cellphone number... i am not able to access my the ewallet messages and logged a reversal inquiry from last week Tuesday promised that a reversal will be done, got a reference which they refuse to use right now, made follow from branch to head office no one is resolving this issue. Contacted complaints department they only responding today saying i have withdrawn the funds and no one provide any proof, so this means i am loosing my whole R2000 and they refusing to do a simple reversal.