Greenbacks

I have had several problems with this bank. I have no idea why im still with this bank. I called in today and the person could not explain how greenbacks worked. Im still on the phone with here and its been 25 minutes and im on hold and im pretty sure she is waiting for me to cut the call. I need some to explain me about greenbacks has i have spent R50 000 in the last money but my greenbacks in R1000 and apparently i heard something about a cap on greenbacks. This is the worst rewards program by any bank or worst rewards program anywhere. There call center agent agrees theres a problem but she doest know what to do. The service is pathetic and im not getting the service I deserve. I am definitely considering leaving this bank for another. This is not the first time I have had an issue with my greenbacks.