Poor service on eWallet

Last week on Monday the 18th of March 2024 I went to withdraw my eWallet money at an FNB ATM at Bisho. The machine went off due to load shedding, I waited for the ATM to restart, however the money did not come out. I I’m mediately called Fnb customer services and the consultant said he has reported the matter and I will get an update within 24 to 48 hours. I have not received a reference number or my money back, I went to Mount Ayliff branch on Monday and they said I should call the eWallet services, again I called on Tuesday and today for an updated still my enquiry has not been resolved . I need my money