Ebucks goalposts keep changing

After more than 20 years with FNB, i am quickly getting to a place where its time to change banks. My recent ebucks level sees me drop a level and reduce my ebucks earn by 80%. When i look at the ebucks point allocation, I see that they indicate that I have no home loan. The problem is: I do although this was taken as a one account - a product that the bank sold to me, which is linked to my home value and has caused the title deeds to rest with the bank. The bank has discontinued the product and as such, now does not consider the one account a bond. If that is the case, why are title deeds still with them?

Frustratingly, i have been witnessing a spiralling decrease in the quality of the service from the bank as I increasingly being treated as just another number.

FNB: Is it time to change your motto, as you really dont seem to help at all.