Ebucks query - no response recieved

I phoned into the FNB call centre (Ebucks Divison) on Monday (15 Feb) to query my ebucks qualification since my online banking profile says I do not qualify for ebucks, however I know that I do based on my spend thresholds. The call centre agent could not resolve the issue so she escalated the matter, she sent me two Call reference numbers, viz, Rg*** (via sms) and Rx*** (via email). To date no one has called me to resolve this issue, she assured me that someone would call me by Wednesday with resolution. <br> <br> Does FNB handle escalations in such manner? - Basically a dead end with no communication! I do not expect such low quality service from FNB as I've come to expect outstanding service from you. All other matters are handled very well.<br> <br> Please assist.