First National Bank - Ebucks voucher disappears after reflecting on the fnb app

I am extremely upset with the relevant departments inability to take responsibility for their mistakes. I received a voucher in June 2023 that reflected on my fnb app. A few days later, the voucher disappeared and the reason given by the eBucks consultants is that I did not qualify due to my account being upgraded. When I collected my card from the Cresta branch a sales consultant encouraged me to upgrade my account to earn more eBucks. She assured me that it wouldn't be to my detriment. Which it now has been. This complaint has been bouncing back and forth, from one department to the next, over a period of 3 weeks. The branch consultant admitted to not knowing that if a customer upgrades their account they will forfeit the voucher. The end result is that both the eBucks department and Cresta branch are not prepared to take the loss.

I am really disappointed once again that FNB has not acknowledged my complaint!!!!!!!