Misleading Emails, changing email wording

Again no reason or response to why 1Life send me an email stating that i qualify for a R500 retail voucher, then i submitted my vaccination certificate email stated if you are fully vacinnated send your certificate to claim your voucher, just to find out i was declined, i tried explaining to the consultant what my email stated and he was not interested in listening or trying to understand, just point blank "NO" then now i received another email from Skhumbuzo with different wording changed the body of email.. 1Life is dishonest, i lodged a complaint with the comsumer act and the ombudsman.. lucky i have both emails saved that makes 1Life at fault. DISGUSTING