Please explain

I have had all my accounts in good standing order for years, never had a problem with my account, then I went and swiped my card at a retailer, it went of my account but it said decline, the lady then did a manual transaction, FNB reversed the transaction and 2 weeks later the transaction went through again which put my account in a negative. This was rectified on 23/09/2015. For the end of September I didn't qualify for ebucks as my account has not been in good standing order. So I go on and everything is back to normal on my account and to my suprise I did not qualify again, the reason my account is not in good standing order. FNB tried to help and also said that they cannot find anything wrong on my account but Ebucks insist my account is not in good standing order. Can someone please explain this to me. I refer to the ebucks terms & condtinions. o If you stop meeting any one of these requirements at any time, you won't be able to earn eBucks with your FNB Gold Account(s). As soon as you fulfil the relevant requirement again, you will earn eBucks when you use your account(s) again. Thank you for FNB staff that tried to assist.