Ebucks rewards

I was upgraded to premium client for while now , after the upgrade was done I was advised that I don’t have change my plastic card as all the ebucks rewards will be allocated based on my account status and not the.card I use. I have been earning less points due to this misinformation, I queried on the self service portal and the liaison confirmed the above. However after more investigation I was informed that I need a premium plastic card to ensure that I earn the correct ebucks. I have missed out on a lot of rewards over the past months or year due the incorrect information provided