False adverti*****t and bad service

I have purchased a house with FNB last year in 2022 and it was registered in October the same year, part of the home loan contract was that after 3 monthly payments, I will then receive a half of the purchase price in eBucks. Now it is 6 months later, a woman from FNB by the name of Santhucia Govender respond to me by an email making claims that my first bond payment declined and i did not make my firts payment for the bond, yet i did not receive the eBucks and that's nonsense. She ignored my email and never responded until date.