FNB Home Loan needs to update the profiles properly

Please be informed that I did not receive the EBucks due to me for the month of September and when I enquired with EBucks in relation to that, the response I got was that the home loan account was in arrears in which according to my knowledge the home loan account was never in arrears it has always been up to date. The EBucks department informed me that they have escalated the query to home loan with the query number ***Q. This Query was lodged on 14 October 2022 at 10h30am, I have been taken from pillar to post regarding this matter, its irritating and tiring. I would like to request confirmation in writing from the home loan department clearly stating from which date was my home loan account in arrears because according to my records my home loan account was never in arrears, it has always been up to date. Home loan is busy contradicting themselves, the same account that is supposed to be in arrears is up to date on my husband's profile and he will be backdated with his eBucks while I am not. Please explain to me how is that possible.