Customer service experience

I recently purchased a house through fnb. Part of the benefits were promised that half of the first installment would be reward back to me in ebucks. My first installment went off successfully in November 2020 i was told that it would load a month later, December and January has come and past and still no ebucks. I called in a few times and given different answers each time not mention the fact that thw ebucks department arw rude and impatient. I don't want to even call back. FNB also has secure chat on the app which you can interact with them live they are unable to assist due to not being specialist in the field which I do understand but all of them agents? With no team leader on duty? How is that helpful to a client who wants assistance. I would say have at least one person trained and transfer the client over or get someone to contact the client if you can't assist. They can't even do that. You have to contact them again and explain your query all over again in one interaction I had 3 agents. I'm tired of the service received its sad to say the least. I also sent emails where I received reference numbers but no response when trying to follow up. How is FNB living up to their name? They CAN'T help me!!!