downgrading of ebucks level incorrectly

I was dropped from a level 5 to level 3 in March . that is from my regular 19000 points to 15000 points. upon enquiry with my personal banker I was told that my overdraft was exceeded by 1 day. I did correct it overnight but it reflected as next day ( I accepted that ) . But what I cannot accept is that I did a Makro redemption in FEBRUARY( 1000 points ) via my app. Now I am told it doesn't count as a normal transaction . Nowhere have I come across specifying that a redemption on the APP is not regarded as a transaction . ( SO I HAVE LOST A 1000 POINTS FOR THE MONTH) and I have also 3 times logged into my profile over the last 6 months or so . But if they isnt anything to change I wont change it . NOW I AM TOLD I did not do an update at least once a YEAR . AS A result I lost a 1000 points . my GRIPE/ANGER is that I only need 1000 points to go to the next level at 16000 POINTS and I have 2 Transactions for 2000 points making it 17000 points to a level 4 .This meant that from a DISCOUNT OF 40% I DROPPED TO 20% INSTEAD OF 30% .THIS has resulted in me losing EBUCKS OF 10 % more in points .I went to MAKRO and used my card instead of my ebucks as I didn't want to waste my ebucks.