Withdrawal ewallet

Since I made withdrawal on the 15th January via ewallet, no one is willing to process the amount. They always say the transaction is under investigation and they don't have a time line to that. I don't get updates of the progress. Now when I call they ignore me. And I have already used more than what I won't to call them, as their line isn't free. When I try to chat on their bot, they already knew my cellphone number then they don't allocate consultants to help.

Please help