More training needed!

I have spent 40 minutes with 2 different call centre operators at Discovery Card who don't have a clue how the cash back for Royal Carribean works. I end up telling them that the cash back is based on the cost of the cabin only. I know the rules and product better than them yet they still could not help with additional info that I need to work out why I have been underpaid. They try and opt to tell me to phone the travel company yet it is a discovery card transaction? I eventually gave up so can someone in the finance department since they said they are the ones that work it out please phone me now. Thanks