FNB doesn’t process my debit order and I lost my ebucks

Ebucks support team refused to assist me when FNB didn’t process my long standing debit order. My debit order which had been in place for 6 month already happened to fall on a Sunday (6 months after I set it up) and FNB did not process it. This meant I missed 1 of my multiple criteria to obtain level 5 ebucks status. I specifically setup this monthly debit order 6 month prior to getting to level 5 to ensure I stayed at level 5. As a result of FNB not processing my debit order I have lost R400 worth of ebucks. Ebucks say it’s FNB fault and mine for not ensuring the debit order was processed .... on a Sunday 6 months after I had set it up. The ebucks agent just would not understand my issue and did not even let me raise a formal complaint. Shocking customer service from ebucks even after countless calm attempts and requests for assistance in the matter. Ebucks/FNB want you to jump through countless hoops (which we do) and they drop you like a lead balloon on a technicality. Customer service should be about maintaining customer service and not about enforcing a technicality