Ebucks messes up once again

Why does FNB even have the 'track my rewards' on the app and you are required to check to earn points. So I check my husbands and mine all the time and at the end of Jan, my husband was on level 5 only to see now once Ebucks has been allocated for Jan that he has dropped to level 4. I see on his Ebucks account that points were also not allocated for usage of his overdraft. Now the 'smart spend' earn is dependant on the Ebucks levels, his earn for Jan was affected by the level drops. This happened so many times last year and when I spoke to many useless Ebucks consultants to rectify the problems, their response was we will get back to you and never did. It's like hitting your head on a brick wall to try with these consultants who could not be bothered about assisting the customer. I anticipate another useless encounter.