Ebucks is always a problem

I just had a look at my husband's ebucks account, he went from level 5 to level 3. I also see that points were not allocated to him for things like having an auto payment on his credit card. He has always had an auto payment on his credit card, so why weren't point given for this. I also see points were not allocated for 'tap to pay'. I tried calling ebucks on was put on hold for more than 10mins at a time, emailed them, no response. Emailed his banker, the response was 'points were allocated according to the new rule changes', although I was trying to query how points were not allocated for certain rules. If Ebucks is in the wrong, they always blame FNB for giving them the incorrect info. Why can't they get it right. This is so frustrating.