Get back no ebucks on home loan with FNB

My husband and I took out a home loan with FNB in 2018 and only recently have we learnt that we didn't receive our ebucks. I had called in and was told by an agent that we cant query ebucks on home loans older than 6 months. I think this is highly unprofessional that we as the CLIENTS have to follow up on ebucks that were supposed to be given to us and then be told it's too late.

I think this is FNB trying now to take responsibility and liability for not rightfully reqarding our ebucks.