eBucks is equal to empty (promises) bucks

I received a phone call on 8 October 2019 from the eBucks contact centre and they informed me that the issues are resolved and that my double up eBucks will be paid on 21 October 2019. This did not happen. I have recorded this phone call. The month of July changed back and forth from Qualified to Not Qualified. August still on Not Qualified and September Qualified. I emailed my private banker on various occasions with either no or very long turnaround times to respond. It is all about wood (not fuel) purchases. It is rather strange that I qualified for September with the same wood purchase as in August.