ebucks and scheduled payment error on FNB side

So i have a scheduled payment from my cheque acc to tax free savings account for the 1st of every month for ebucks reward level. On December FNB made 2 scheduled payments from my account to tax free shares account (one on the 1st December and one on 31st December) and due to this ebucks is not awarding me an extra level of awards. If the 1st is a monday the scheduled payment must go off on the day after the public holiday. I have called FNB numerous times( every time i hold on for +-30min) to just explain my problem every time and get transferred to a colleague and then the call just hangs up on FNB side. I went into the branch who could not advise me, i called ebucks who directed me back to debit order queries and then the same old call hang up story again. How do i get this sorted out as the mistake is on FNB side? (ps. customer support does nothing if you keep your clients holding on for 30min just to be disconnected from the call from your side!)