FNB failure to adress eBucks query

On 22 October I bought a discounted R2000 Le Creuset voucher using ebucks. To date , despite many attempts to get a voucher code emailed or SMSéd to me , I am yet to get it. More recently I have requested a refund of the eBucks I used to buy the voucher. Also no joy.

I have tried all channels including Private Wealth banker Sterrenberg Botha who does not respond to calls, voice messages or emails, FNB service suite, eBucks support...no joy

This really undermines my customer experience with FNB. If you cant resolve a simple query , then there is a bigger problem