eBucks incorrect rewards level

My FNB eBucks is on the wrong rewards level and now nobody can help me. Everything seems to be a problem with FNB, whether it's upgrading my account, closing an account or doing anything. I was on a level 5 status for the last few months and now that eBucks changed their rules I had to upgrade from my Gold account. I was on a level 5 status throughout June on my account, then I did the upgrade on 25 June before the new rules kicked in in July. My track my rewards stopped working, I could not see what is going on, I spoke to a banker, they said it will be sorted out between 8 - 12 July and I'll get my reward level 5 eBucks based on my Gold account. However, eBucks now calculated my rewards level on the upgraded account instead of my old account. The only reason I upgraded was because of the eBucks rules, and I upgraded at the end of the month. I didn't even have the opportunity to see where I was on Track my rewards in order to make the minimum points of the new account, because track my rewards was not working due to the upgrade. I should be on level 5 based on to Gold account behavior. It's not my fault your buggy app doesn't work properly half the time. Please resolve my rewards level and eBucks allocation.