My suggestion is that you double check the T&Cs of the offer and then, if appropriate, keep hassling them or threaten to make a referral to ACCC or, more, likely Banking Ombudsman. https://www.accc.gov.au/business/advertising-promoting-your-business/false-or-misleading-statements.
I had a recent experience with ANZ (who are usually reasonably good) where their call centre staff fobbed me off at least four times in nearly six months before they finally declared that I wasn’t eligible due to a line in the small print. I went through their formal complaints process without an agreement but finally managed to resolve it without going to ACCC.
If an organisation fails to deliver what they promise it may be considered a breach of the Competition and Consumer Act.
My advice is to know the T&Cs and keep on at them.
Good luck !