Rewards system more trouble than it's worth.

I logged a call about a Greenbacks issue several days ago. Not only was the call centre agent at the time not able to access the Greenbacks system, but when I phoned today, another call centre agent could ALSO not access Greenbacks - in fact, she didn't even have it installed on her system. She was rude, refused to put me through the the Greenbacks team, and kept me on the call for 19 minutes, after which I hung up, because I cannot take that much time out of work. There are 5 erroneous transactions on my account, and an redemption for a unit trust which has not gone through since 18 Sep. This is pathetic service, and I am contemplating changing to another bank where they actually bother to manage their rewards system. What is the point of forcing client to call a call centre whose agents don't even have access to Greenbacks?