Absolutely infuriating service, dishonest eBucks system

Absolutely infuriating service

I woke up this morning to an eBucks payout amount which was well under the expected amount. I tried contacting the eBucks team via the FNB app and got through to 2 agents which were no help at all. I then went to an FNB branch, and the consultant was unable to assist, as she was not part of the eBucks team. She connected me to an eBucks representative on the branch iPad, but after 30 minutes (approximately 15 minutes of holding) I still got nowhere and eventually decided to leave, as FNB were wasting my time.

Here is my issue: With the new eBucks rewards changes, you also took your "Track my rewards" system offline. This disabled users from tracking their reward levels and points to ensure that they meet the necessary requirements. To make matters worse, this system is STILL OFFLINE after 50+ days; clearly, someone or a group of people at FNB do(es) not know how to do their job(s). Your system was showing that I was on level 5 until a few days ago, and now all of a sudden I am on level 4, and it shows that I have been on level 4 since July, without providing me with a means to track this... This makes me ineligible to earn R1500+ in eBucks.

To put the cherry on top, you know something is seriously wrong when an FNB employee asks you to fight for them as well while you are on hold with an FNB representative...

You cannot advertise rewards without providing customers with the means to track or achieve them. You could say that the rewards and earning methods are cataloged and that users are more than welcome to whip out a calculator and figure out the reward levels for themselves, then hope and pray that they didn't make a calculation error somewhere, but this does not sound like the bank I signed up with...

I expect you to compensate me and every other customer facing the same problem as a result of your inability to provide a service. Of course, if you choose not to act, there's not much I can do about it, but it will force me to seek a different bank where reliability comes first.

Regards