Ebucks - customer service is pathetic

I recently had an issue with my ebucks earn. I had not earned ebucks on my life policy from July 19 to Dec 19. In Jan, this was rectified and the lady that helped me did say that my ebucks earn will be backdated from July 19. July 19 to Dec 19 is 6 months, I received ebucks for 5 months, I told the private banker dealing with this and he promised to sort this out. That was 2 months ago, no feedback, I called and emailed ebucks numerous times, they haven't a clue as to what I am talking about, it's as if I am speaking to them in another language. I can't understand what is so difficult to comprehend. I am asking for 1 months earn on my life policy that was not credited, what is so difficult to understand.