PENSIONER'S RATES REBATE OUTSTANDING

In August I spent over an hour waiting in line to confirm that I am still a pensioner and entitled to a full rebate on rates (deadline 30/9/2018) and received a reference no ********** 2391. As of today my account has still not credited as advised by the official at the time. emails get acknowledged but are not answered. When I bought my property 3 years ago I was granted a rates rebate, so what's the problem now?