FNB Ebucks: Pray you never have to deal with their call center staff!

This month I did not receive the points for having a spousal account and as a result dropped to level 4. I have been receiving the points for this for the last year so i contacted the call centre and spoke to Dalene Meyer ( ***) on the 15th August. To date this has not been resolved. I have called to follow up 4 times already, with no resolution in sight. Dalene keeps promising to call me back but never does! I went in to the branch and they confirmed that my account is on spousal and is linked to my husbands account so what is the problem??!! Because of FNB's incompetence in fixing a simple error i have been unable to purchase vouchers or any products this month from level 5. It is almost the end of the month, can this be fixed already!!