eBucks loyalty is very poorly run and I my long outstanding delivery is still outstanding

Why is it everytime I try and contact FNB contact centre the experience is very poor. I called now and the line was so bad I could not communicate with the person at all. So here I am again, addressing queries via a complaint service, because FNB eBucks customer experience is so bad. I purchased an item nearly a month ago and nothing... again.. no communication... unable to raise a query... The last time my personal banker had to assist... eBucks is very poorly run.