Poor ewallet service

I sent a friend of mine an ewallet end of November and when she went to withdraw it i was with her. The atm was working when we got to it and just after we entered the pin it showed a caution sign that said "atm out of service" and the slip said we should try another atm. We then requested another pin and the money was no longer there. We immediately went to the fnb at cresta mall to lodge a complaint and we were told to wait 14 working days while they were busy with the query. We called them back after that 14 days and we were told to go to the branch again to get another reference number. When we went back to the branch we met up with the manager and he said he would send us an sms stating when we're going to be refunded, we did receive that sms and it said that we will be refunded on the 22nd of January 2020... When the date passed with still no refund, we went back to the branch and we called the ewallet service center and the lady i spoke to said they are still busy with the query and we will be refunded our money when they are done in a few days. It's the 3rd of March today and we still haven't been refunded our R600, still no communication from them regarding our matter... Such a poor service i received from my trusted bank.