Terrible service

I am not happy with the service at FNB and none of the consultants were able to assist me to date, 8 calls later. I called to enquire about my eBucks account, specifically why I am not earning points and why I no longer have access to the SLOW Lounge. I was informed that this is due to a bad debt status on a personal loan, which disqualifies me from these benefits. However, I do not have a loan with FNB, so I asked the consultant for more details. She transferred me to the Loans Department, but unfortunately, the consultant there was also unable to assist. Could you please clarify which loan is being referenced, and advise what account or product I have with FNB that is considered not in good standing, thereby affecting my eligibility for eBucks benefits