EBUCKS that never exists

I am on level 4 on ebucks and I am not earning any ebucks since LAST YEAR. I am Feb up with this bank and i am even considering moving to Absa because they are always on the ball. I want my refund in ebucks. How can I be on LEVEL 4 and not earn anything.

I have screen shots from the banking app which shows I am on level 4.

Sort this out FNB. Been with you guys for almost 10 maybe or more years and the past year or so with you guys has been **********