FNB app ebucks allocation bug

On the new ebucks calculator there is the option to earn 500 points for using the "earn more ebucks" tab on the FNB app. I always check this tab, however last month I did not receive the 500 points for using the "earn more ebucks" and dropped a reward level costing me +/- eB5000. I have tried to query with Premier Banking Service and Digital Banking service who both just claim that the "earn more ebucks was not used (this is after many painfeul waiting times in call centre). They are unable to provide me any proof, which is strange considering they have this data to calculate the rewards in the first place. There is either a bug in the ebucks allocation system (it is new) or they are too *********** to provide a reasonable explanation, or they know they are wrong and are hiding behind layers of call centre agents. I have life insurance, a bond, and premier banking plan with them... just disappointing customer service without resolution.