Spotters cheque

I have referred two customers this year (2017) during the month of March and April. The customers managed to purchase vehicles and I was promised the spotters cheques as a token of appreciation for my efforts. I waited for 7 months until I was rewarded with the first spotters cheque. The other spotters cheque I was told that it has been cancelled due to the following reasons 1, The client cant be reached and 2, My name was not mentioned on the offer to purchase. The merits on which this spotters cheque was decided to be cancelled is unsatisfactory and none of this set back should be endured by me. The client at the time did have difficulties with her cell number/phone however since shes my colleague she did indicate that I should provide an alternative number for auto pedigree to contact her on however she was never contacted. I believe that all parties involved needs to play a certain part as per their roles and responsibilities, my name not being noted on the offer to purchase its definitely an internal oversight made by the service champion therefore has got nothing to do with me and should not even disqualify me in getting the reward for the role I played. I tried to communicate the matter with the branch manager and the sales person however I am not getting any joy from them as my emails are being ignored.