Missing out on eBucks, thanks to system error!!!

My husband and I are unfairly in a miscommunication between FNB and eBucks!! Our home loan account was labelled "not in good standing" and therefore all our eBucks was put on hold. After enquiring with the Home Loans department on 18 December, they could not see why our account was labelled not in good standing, seeing that all payments have been made on time and all looks good from their side. And eBucks says that they can't see anything wrong on their side, and the system gets the info from FNB. The person escalated the problem, ref nr: ********** Q We have not heard anything back since and our eBucks accounts remains frozen. I expect that all of our spending (during the festive season) will be looked at and all eBucks will be back paid. And tomorrow we will be on the road and wants to enjoy a Wimpy burger with FNB on-the-go, but I can't because my account is frozen???? Please fix this NOW!!!