Poor service from hillbrow

I went to Hillbrow branch to get assistance as I had tried to withdraw money sent to my number (eWallet) but unfortunately the money never came out only the slip saying I've got the money etc. immediately the machine got stuck Nd went offline so I went to the branch the following day of which I was told there's a chance I can never get my money back cos this can drag for months and months so many people lost their money becos the machines are old is that a way to talk to a client mind you I bank with fnb he then told me that I cannot claim that money they need the person who sent eWallet to come and claim I was so ****ed I left and went to another branch in Alexandra JHB I was helped by Mpho and Maria who were so nice and listened to my story and immediately thy helped me .great service from Alex branch