Ewallet to an inactive number claimed to be withdrawn

I won R850 on Sunday the 16th and FNB was offline and I opted for a ewallet.After a hour or two I saw that the sms had not come through and checked my profile only to see that my number on my set is incorret,there was a typo,my number ends with 1 instead of a 2. I spoke to Sandile and he said the ewallet was pending and it will be reversed and should reflect on my account,Monday no money ,I speak to Mpumelelo who advised that the ewallet was reversed and should take 5 to 7 day to be refunded to me.Today the 21 April I call to check and a lady tells me that it was said to be withdrawn on Sunday. Nhlanha and Njabulo decided to drop the call when I asked to speak to a Manager. I spoke to the person with that the ewallet was sent,the number is only active on whatsapp so there is no was the money was withdrawn as they could not receive the ewallet message with a pin and Mpumelo on Monday said he could see the ewallet was reversed...This is not adding up. Nhlanhla said I must go to FNB and said they had no managers or team leaders on the floor.This is very suspicious that they refuse to escalate the call to a manager or even accounts division.