NB does not value long term customers or loyalty

I have been a Loyal FNB Client for over 10 years, even have a Private Clients card and pay over R450 bank charges per month. FNB changed some Ebucks rules, and that rules are so vague, for instance it says view your budget and have a green credit score to earn points, but never specifying there is only one route to follow to earn points. All off a sudden I have dropped a level with Ebucks, and the people who assists is very rude and does not see my point. Even my private banker agreed with me but they are refusing to hear me out after being a loyal client for over 10 years. If FNB is not willing to assist me with a small issue, how am I suppose to trust them with my bigger issues? Loyalty means nothing to FNB. I made this exact post on Monday. They said to me on Monday I will get assistance. it has been 4 days and I still have not been contacted or assisted. I am now still seeing the effect of the unfair dropped Ebucks level as my Smartspend is not calculated correctly. I am a VERY disappointed customer. I really regret that I have been paying R450 a month bank charges, have a personal banker, and the first issue I ever experience, no one can assist me. FNB does not value long term customers or loyalty.