Unable to withdraw my ewallet

I can not withdraw money from my ewallet because after dialing *120*277# it tells me I do not have enough funds available which is not true. I need to send a fresh pin so that I can draw money at ATM. It is not possible to solve this issue trough the call centre or chats on the banking app because yesterday afternoon I was chatting to a banker and he said that the funds are available and yet when I dial *120*277# it still says no finds available.