Ebucks Rewards Incorrect

I've logged two complaints with FNB ref *** & ***. It's been weeks with no attempt from anyone at FNB to contact me. I got one call which was missed, but no attempt to try again and no interest in customer service to full resolution. I get emails from an automated email box, which I cannot reply to. I have tried secure chat which is conceivably the most ill-equipped chat to get any resolution, response times 3-5 minute per query. Shocking and disappointing. I have given examples of Ebucks earned being incorrect as well as not receiving the required reward level. On one query the response from the ebucks agent is that they have determined I did not pay a bill via the app (EasyPay and Pay@ bills via the FNB APP), yet this is the only way I pay the Bill specifically to get the reward level. Clearly, FNB has no traceability in its transactions as this determination of what method I used to conduct a bill payment is incorrect. Yet again, the response comes from an unattended mailbox, impossible to reach anyone to take it up and to get further resolution. Shocking service, FNB service has declined in the last few years, especially in the last 2 years...what is going on?