EBUCKS - Client is always wrong. And no respect for privacy

With FNB EBucks rewards programme, there are things you must do monthly to move up levels. I had an exceptional banker who gave me my quick-wins every year rules were updated. I did this and maintained my level. Since Oct 2022, I have been struggled with my efforts not being captured for points. In Jan 2023, I have been dropping levels. I have been trying to sort out since. I have not run to this forum to complain as gave them enough opportunity to fix by using their escalations. The lady KELE who helped me last would not give me her email to send my screenshot proof i access the app (yes, i keep proof because their app says i dont do certain things). Then she sends me a web address, no instructions but also NO place to upload. My banker gets me an email address but it is generic. Here i am sending my person information (as my proof i accessed certain section like my net worth, spend etc) to a generic email where everyone who has access will see and then send on to KELE. This is unacceptable! How can they not give an email to a person who is resolving the issue? Now whomever has access, sees my financials? First, they claimed i must do certain things which is nowhere in their rules. Also, my son and his colleagues follow most of what i do, and they do extra. But they themselves dont do what ebucks claim i had to do, yet they get the points. You are automatically in the wrong until you, the customer, can prove you are right. It cant possibly be a flaw in their system. Especially seen that i have been providing proof since October 2022 to my banker, I again did in Feb or March. And now again. Not only must you "work" to make the levels, but you must prove you did it. They just treat customers poorly but this generic email where i must indicate who the email must be forwarded to, was the last straw