Poor service

I have an issue with this bank. My mom sent me R600 on Friday 22 April on ewallet along with the pin via SMS. Within the time frame I was told I have 16 hours before my mom must request a new pin. I can't get the money at the ATM as it said wrong pin, however it is the correct pin. My mom sent them emails, but they do t reply. She tried their secure chat online it is out of service. We call and only music is playing. We are trying since yesterday to get assistance.