In the meantime, if anyone's curious as to the general state of Freewallet's customer service, check out the 1 star thread on Trustpilot UK! https://uk.trustpilot.com/review/freewallet.org?languages=en&stars=1 
Zero-star rating would fit for them with their shady service. When did their CS last reply to your email? Try to message them everyday, post on their social media pages