Ebucks - this is really bad - unable to resolve issue

I must say, this is the second time in a year that I have problems with FNB Ebucks. My debit order for tax free savings goes of on the 30th of the month. In November this billing cycle was moved forward into December, and because of their issue they now refuse to give me the points in the previous month which has obvious consequences for levels. I have tried their secure chat, this just gives me back what I had said - they are useless in resolving issues. I have phoned them initially and they had indicated they would get back to me in 48 hours nothing happened - it is 3 weeks later. I have phoned them again today and they indicated they would get back to me. Still nothing. It has now become a serious irritation and annoyance