FNB, please review your so called customer service which is always an issue.

I purchase items from Takealot on 15 July for the Fnb ebucks day which rewards you with 15% back in ebucks. My total came to R1136, all FNB specials, I should have been rewarded with e1704 as I was on level 5. On 15 Aug, I received e626. I've called and emailed and 2 months later, no assistance. Can someone please assist me. Another issue that is a constant is my private banker whom will not assist with anything, the last time she assisted me was with negotiations of a rate for a bond that I app**** for myself. That was July 2023. I also realised at the time, she was only willing to really assist after she found I have an external savings account, it was for these reasons that I opened an account with a different institution. I email with little issues and don't even get a response. A few years ago, my wife contacted the Homeloan department with an enquiry, the lady, after assisting, stated that all these issues should be dealt with by my private banker, this is why we pay a monthly fee. I understand private bankers may have many clients to deal with, but can I please change bankers, one that does not just assist a client based on their bank balance, assist once in 2 years or speaks to you like she is doing you the biggest favor in the world.