FNB is refusing to pay my eBucks rewards for September 2021

I settled my home loan earlier than the agreed duration to save on interest. FNB has now marked my account as not in good standing because I reversed the installment that they debited and only paid for the service fee. FNB won't stop debiting from my account even after I have called and asked them to level up my account so that they only debit the service fee. Due to my account marked as not in good standing I did not receive my eBucks rewards for September. I escalated the matter on the 14th October and no one has resolved my query. It has been 11 days now and all they tell me is that the matter is being escalated and I don't even know who it is escalated to. FNB doesn't value me as their client , I am convinced that they are busy trying to find something that they can use against me.