Failure to affect credit back to my Hollywood account (

My colleague Shaun won R1550.00 and requested and FNB Ewallet on 26/10 & 27/10 (4 transactions) on the 28/10 I requested a reversal of the funds due to having lost the sim card. I have since escalated this several times with no resolution. I called up on Friday and spoke to Mfundo (9364) and he advised that the funds would be reversed within 24 hours as he escalated it to the Area supervisor. Today I spoke to a Hlengiwe via Zendesk and still no resolution. Please affect an immediate credit. Please contact Shaun / Tanya on