Horrible secure chat ping pong

I use to be a massive fan of FNB telling everyone who would listen about their amazing ebucks program. But over the past few years their service has become horrible. Not a single person in secure chat actually takes ownership of an issue. They just ping pong you around between departments. I bought an iphone from the istore knowing that I would get 15% of my purchase back in ebucks. At the time of payment my fnb virtual credit card in Apple pay wallet wouldn't' work on FNB's own terminals in the istore. The istore had closed so i had no choice but to pay for my purchase with physical card. I decided to contact FNB to try and get them to just process that payment as a virtual card payment for ebucks calculation as they admitted they were having issues with virtual wallet card purchases and there was no other way for me to pay with a virtual card. (you only get 15% back if you use a virtual card). On secure chat each agent kept transferring me to a different department and 10 transfers later they still tell me they don't keep track of errors for wallet transactions which is what the ebucks department needs to be able to help me. Some agents not even giving me enough time to type a message before sending me to another department. Not at any point did the agents that got me back in their chat a few minutes later think that someone should probably take ownership of the issue and investigate it. After 11 ping pongs someone suggested that i log a ticket. This is after 3 hours of talking on secure chat.