Incompetence in downgrading a loyal client

I have been a loyal client to the FNB and ebucks brand for most of my professional career. Last year I attempted to downgrade my banking and according to the "Kayalami branch" the downgrade was successful and the accounts would update automatically. For the past year I have not been earning the same ebucks as we (our family) have earned in the past. When I investigated the situation we realized the downgrade had in fact not happen on all my FNB accounts. A query has been logged on the 7th of July 2020 and to this day I have not received resolution. Transaction history can be seen and from there surely the ebucks that I was supposed to have received can be calculated and allocated to me. FNB is not the best bank, they are in fact only a bank. FNB has a good reward program and that is why people bank with FNB. If this reward program fails, like it did to me, then there is no other reason why one should bank at FNB. I am at the point of considering moving all my accounts to another bank due to this. This has seriously jeopardized the relationship between FNB and myself. The lack of commitment in resolving the issue at hand does not help FNB's cause.