FNB + eBucks = DISMAL!

Because I was closing my FNB account, I bought Sportsman's Warehouse vouchers with all my eBucks, plus added some extra cash to use ALL my eBucks. However, I never received my vouchers. When I called your helpline (I think it was on 17 February), they said that the transaction will have to be reversed. I have pointed out that my FNB account has been closed in the mean time, and I have been assured that it is unproblematic. I followed-up on the query on 21 February; the reply was simply that the query is still open. It is 03 March (10 days later), and I still haven't had any feedback from you. I have phoned the call centre twice today, but both times were disconnected without any reason. I have also initiated a chat in online banking. However, I have been informed that I'm "in the queue"; it is now 21 minutes later, and there still hasn't been any reaction. I have even tried a third time now. How can I escalate this query?