Unresolved Issue

On 21/11/20 I spoke to Chad from Chad. FNB Retail Service Recovery who advised that he could not help with my query as powerball winnings should be queried directly with the 3rd party to them. And I just had time to do that today and all I've gotten from that is that the consultant ****. They don't deal with anything regarding draws played through the app. What is so hard about FNB honoring what their app states? That anything winning below 50K will be transfered automatically within 7 working days?! It's been more than a month now!