Discovery Card - Royal Caribbean discount

So frustrated with the Discovery customer call centre. Booked a cruise on Royal Caribbean through an agency Cruiseabout. The agency and Discovery call centre both confirmed that we were guaranteed the discount if we paid for the cruise using our Discovery credit card. 4 months of back and forth with discovery call centre and the only response was that the payment was made via eft and therefore we do not qualify for the discount. How is this a logical explanation for a customer who paid using a Discovery credit card? How is it possible to make an eft from a credit card?

I had to then phone the travel agent and trace the payment transaction to find out that the credit card payments went to the agency and they paid via eft. I still don't know why this disallows our discount unless using another agent disqualifies discovery from getting a commission on the sale to cover their discount offered.

My issue is that I did not want to have to go through this process when I booked. I wanted a smooth process of receiving the discount and made sure that we phone Discovery to get confirmation that we are following the correct procedure. Discovery confirmed this and they have recordings to confirm this but are obviously reluctant to release this. Your agents are Discovery representatives and if they give us incorrect advice, why do we as the customers have to take the loss?

Hellopeter is now our final option to try to get this resolved before going to the Ombudsman. In your response, please can you include the details of the correct ombudsman to lay a complaint if this cannot be resolved here.