Money missing from rewards account

Complained that R1000.00 went missing from my reward account. Reference 57631were issued on 12 november 2015. Promised i will get answer within 7 working days and it did not happened. Phoned them yesterday and again were promised they will get back to me before end of business and it also never happened. I phoned them again and were promised that they will come back to me. I am still waiting. Very bad reflection on how they conduct their business.