Insufficient customer care for eBucks queries

Not only have they changed their rules for eBucks points, making it more and more difficult to get to the top level, their system does not work and all I get out of them is that they are working on it. I was awarded points for October (I checked track next month's rewards), but then it was removed. I maintained my property (one of the actions to gain points) but my property was removed from the list and no one can tell me why - MY HOME LOAN IS WITH THEM - losing more points. Also, one of the actions is to have funeral cover for 2 people, which I have, but I don't receive points. The wording does not state "two additional people" like with the life insurance policy. I have tried to find answers so many many times but no-one seems to know what is going on with the system. All of this costing me points and eBucks.