Obvious bug in FNB Ebucks

FNB has a bug in their ebucks system where they identify one of my transactions as two seperate thins. They say it was both 1) Made on the FNB app using the new "Pay Bills" functionality and also 2) Being an online transaction that I made with my debit card (that is not my Virtual Card).

How can one transaction be made in two separate ways at the same time?

This incorrect classification has cost me an entire ebucks level and a large amount of ebucks. Communicated with the ebucks department, but they are not even getting back to me.