Ebucks - Kauai additional benefit query (child unlocked on profile)

Good day

I rarely use any of the Ebucks benefits as they have increased the level of difficulty of earning Ebucks throughout the years and as I don't stay near a city, most of the benefits I can't use and it expires.

The Kauai benefit I maybe use once of twice a year and since last year I've noticed that I can unlock an additional benefit if my child is registered on my profile (just one child, not both though).

Okay great, both my children is on my account, both have FNBy accounts on my profile so it should work then? Nope, it doesn't. I've asked Ebucks in November to take a look into my account... They will get back to me. I followed up, nothing, they will get back to me.

2024, I decided I want to sort out this outstanding query, I logged in and waited again for I don't know how long and for how many agents, but I reported the problem again and asked again that they must check into my account why the additional benefit is still locked... They will get back to me. I followed up again and it was another back and forth and still this hasn't been sorted out.

Last weekend I was at a Kauai, thought I would check if this has been sorted out, no chance. I tried using the Message system on the FNB app, Ebucks isn't available on Weekends... The agent says I must get back to FNB/Ebucks on Monday to sort this out... REALLY? Give me a reference number so that I can follow this up, no they can't do that, I must follow this up.

I followed up today (another 15min of wasted time with the broken and slow message system, need to log in every few minutes and then the agent replies/messages comes through after the app/online has logged out), the agent says it has been sorted out in December (this is a lie). I said that this has not been sorted out and she just gave me a reference number (see below).