FNB account not in good standing/ebucks issue

Not earning ebucks due to 'accounts not being in good standing', FNB is unable to release the status which the agents tell me is due to an old credit card from 2012 that I could not pay at the time but was eventually paid off. Due to this I suddenly stopped earning ebucks in 2018 (7 years later) however the status cannot be removed from their system as it went to collections department. The agents tell me it will be forever marked on the system, till the end of time and nothing can be done. Used to be happy with FNB, but preparing to move to another bank now. I have tried to sort this out multiple attempts and am tired of the tremendous amount of time and effort.