Ebucks level dropped drastically

I wish there was a zero star option as this 1 star is not even fair. I am extremely upset with the bucks processing as I have always been on level 5 for the longest time, last month I ended up on level 3 and I have been doing more to actually bum up my rewards. I stopped shopping at checkers and moved to pnp in support of fnb and their ebucks shift. Doing everything on the app religiously but still ended of reward level 3. Called fnb and they advised I didn't go to nav home which I clearly remember doing. I have a life policy but no rewards showing in that platform. Oilseeds like nobody can give me a proper answer. I make virtual payments on all platforms, in store and app purchases.