FNB and eBucks

With Covid 2020 and most of 2021 a person income was affected, there were 2 months where I did not get an income and was unable to pay my financial responsibilities, and in this predicament, I was unable to earn eBucks, but out of the 5 months, there was only 2 months where I was unable to pay my home loan, for the remaining 3 I paid my home loan and an agreed amount of the outstanding balance based on my arrangement with FNB. According to the arrangement in place as long as I pay that I am in good standing with FNB and I am supposed to earn my eBucks, but according to eBucks the Home loans department communicated to the eBucks department that I have not paid my home loan for 5 months which is not true. I gave eBucks a call Monday 14 June 2021 (***) to request that they give me my eBucks for the 3 months that all my bills where paid and I understand that I will not receive my eBucks for the 2 months where my home loan was not paid, the lady indicated that she will get back to me and she never did, Monday 21 June 2021 I called again and the lady said that she will send the Home loans department an email to confirm the months that was paid so that they will then give me my eBucks for those months once that is confirmed, reference number ***Q. I have still not received my eBucks and no feedback and I dont understand why when everything is electronic, can eBucks not get immediate confirmation of this information if you work for the same company. Why did I not get my eBucks for the months where my home loan was paid as with an agreement in place by law I am in good standing with FNB and as long as I pay my account my account must be deemed as paid and not unpaid.