Please refund me my money and close my account

I am not getting any assistance on an e-wallet I never received, I informed them on the 9th March 2020 until today 30th March 2020 they have no feedback or answer. I am told that a ***** happened but unless I call, go to the branch still no one at FNB has an answer. To FNB that money might be meaningless but to me that money was a question of life and death. Needless to say I am a customer in good standing I meet all my obligations with FNB without any hassels but yet a big coporation like that is failing me. I failed to see a specialist doctor because of their failure to resolve even though I communicated my circumstances. I believe they have not investigated anything because when I call even after all this time and escalating to team leaders at branch level and e-wallet call center they have no answers. Please FNB refund me and close my accounts that is all I ask, terrible way of handling queries and inability to give feedback. Always being told emails are being sent but no answers