Unable to view my rewards balance but money taken

I have called the African Bank rewards department on more than 5 occasions and the lady (Prudence) I always find on the other end has no way of helping me. She keeps saying the IT guy is leaving around 4 when I call. Like what's that got to do with me. And then she promises to call me back in an hour if not the next day but she never does. I pay all my AB installments on time and never skip a payment yet every time I dial the USSD # to check my rewards I enter my ID numbers and it says I have entered the incorrect details. How is this even possible? Aren't you working off the same database. Why am I able to log on to *120*47767# and view my balances and also pay my account yet I'm unable to see and get my cash back rewards. The way things are going as soon as I'm done paying off my accounts I'm done with African Bank for life. Worst customer service ever. You guys don't follow up with the client. You wait for us to call back. Well NO MORE.