FNB homeloans eBucks scaly rewards system

We app**** for a home loan which was granted and registered at the deeds office on 29.11.2021. We did the online assessment beforehand and were under the impression we'd be receiving 50% of our 1st installment back in eBucks after the 2nd payment went through. I phoned to confirm this as soon as registration went through which was indeed confirmed. It is now our 3rd month of full payments and no eBucks received. When enquiring about this with eBucks directly, I was told we should only expect it the following month after our 3rd payment. I emailed FNB Homeloans and now they have a different story. We didn't make use of some internal channel and therefore forfeited this reward which is at FNB's discretion. This is unacceptable. We have been loyal FNB customers for many years and were delighted when they granted us our 1st bond application. As a young couple we were looking forward to the 50% payment as the costs involved when purchasing a property are extremely high. I'm very disappointed that we were under the wrong impression and that we are being exploited by our bank. We didn't take away our business to the other major banks who also approved us because we are loyal. Seems like this is not a mutual interest from FNB's side. FNB, I'm highly disappointed by the way you conduct these type of transactions. We re**** on that "bonus" which you shamelessly took away from us.