Deducting vitality rewards premium without giving benefits!!

I have been with discovery bank for more than 2 years paying for the Vitality Reward ‘benefit’ but I realised I wasn’t receiving any of the benefits throughout the entire time! I phoned them two weeks ago to ask why am I paying for something I am not receiving. I was told by their consultant my benefit was never activated when I opened the bank account and that they will investigate and get back to me on the same day. Two weeks passed and there was no feedback. I phoned yesterday and had to explain the whole issue again to Oratile. He went to his manager and came back saying they will investigate and get back to me and they do not know why I wasn’t given feedback. He phoned me after 17:00 and told me his manager Carl said they can’t refund the fees deducted or reimburse me in any way as the onus was on me to activate the reward benefit. No one explained this to me when I opened the bank account, they continued deducting my money without giving me the benefit that I was paying for. This is unfair and rather very ***** for discovery bank!!!!