FNB Home Loans E-bucks - Unpleasant Experience!

I switched my bond to FNB using the mobile app, and it was communicated that I would get 50% of my bond repayment amount in ebucks. Fast forward 3 bond payments later, I am getting sent from pillar to post with different stories each time. I called the ebucks department, they first told me I would get them after 2bond payments have gone off. Second time I called I was told the ebucks department does not deal with such queries (even though they had helped me the first time) and they directed me to Home Loans. The Home Loans lady I spoke to was EXTREMELY rude, she told me to basically wait 3months and I would get the ebucks any time from then, be it a month or a few months after those 3months. I called Home Loans again and they directed me to Sales, who told me I would get the ebucks in February since my second payment had already been deducted. And that I should wait.

Why is none of this communicated in the beginning, that as an FNB client I will have to spend quite a fair amount of time on the phone calling FNB to follow up on ebucks you were promised? This is quite unfair, can I get my ebucks please?