Poor service & communication & lack of product knowledge

On the 3rd of May 2018 i went to an FNB ATM in Rosebank to withdrew an ewallet of R3000.00. The atm ddnt dispose cash, it went offline but money showed that it was withdrawn, soon after i rushed into rosebank fnb branch, i explained what happened and we called ewallet, the branch was instructed to log a query which they did and i was told it will be sorted upto 7 working days. After the 7 working days i went to follow up and was told that another guy from ewallet is dealing with the issue, an email was send to him from the branch but till now no update has been done, i have also send the guy 2 emails still no response, i asked for the turn around time still nothing, today i went to the branch and no1 seems to have any idea of how to help me, but i am very angry coz now they told me i have to wait for the guy to reply. the branch will only take action if there is no reply after 21 days.

i want this be escalated coz i am not happy with the treatment i received, and i know that if it was someone who had a big name having the same issue this would have be resolved asap, the sad part is if i call for an update ewallet says they cant assit coz the ref number i have its not for ewallet, again the same branch no1 can give me a feedback.

Can i have a call with a proper feedback of when will this be sorted by, or is this because i am not an fnb account holder? Is this how customers are treated? or do it raise questions regarding the consultants with lack of product knowledge?