Promises but no delivery

We opted for the “Move your home, not your home loan” option when we sold our house and bought a new house. Since then, it has been an utter nightmare. It seems like no one from FNB is really clued up on the promo you guys are running and quite frankly, it’s a bit embarrassing on your part. Not one person I spoke to since the beginning of this transaction could give me a straight answer or explain it to me properly. The bond was registered incorrectly, I had to constantly follow up with FNB and now again, I have to follow up for promises that FNB makes and do not follow through on. We have already made 2 payments on our bond and have still not received the promised 40% back in ebucks of our first installment. We have contacted ebucks and no one gets back to us. How long do we still have to wait for our ebucks????