Ebucks unprofessional and cheating clients

I have always had a very good perception of FNB but today that was all changed. After opening a query with Ebucks over a week and half ago and calling them repeatedly i finally got a hold of a manager. This ended up being the biggest waste of time. After speaking to one of the most rude and unprofessional people i.e. Sugen Govender , i could not belieive that this is the manner in which customers are treated. He wasnot willing to listen to any part of my query but just went on about his own nonesense. It is unbelievable that such a person can hold a position of a manager. If he treats clients like this , i can only imagine how he treats the people that work for him. FNB was one of the last remaining banks that offered excellent service and great rewards. The simple issue at hand is i made an online purchase on the 30 of april and this then was seen on my statement. For us the normal customer this now tells me that i will get the rewards based on this since it was done in the month and also because it is reflected on my statement. However according to Sugan , i am miss informed. How can this be??? FNB reserverd the money from my account and shows on my statement. what more do ?