eBucks and Premier Service

So a bit of mix bagged review:

1) I can't book a flight via eBucks, as both the app and website say I'm not qualified for a discount, yet my eBucks level is on level 5.

2) The consultant on the in-app chat clearly doesn't want to do their job. As I'm just told to increase my levels after I already told him/her that I am on Level 5.

And then get told to call the eBucks team. Like what is the whole idea of my Premier Account if I need to call people? Why can't this be logged on my behalf? What happened to "Team of Premier Bankers"?