Deprived Cashbacks

I have a Vitality membership with Discovery Health. In Sep 2023 I purchased HealthyCare products with Dischem using my Discovery bank. In October, I realized that I had received Vitality Cashbacks for HealthyCare purchases at Clicks but not at Dischem. I reached out to Vitality and they informed me that there was a transfer glitch for Dischem Cashbacks and that I needed to go back to the store to retrieve proof of purchase and send it to Vitality.

On the 27th of Nov 2023 I sent the proof of purchase. On the 28th of Nov 2023 I was provided with an acknowledgement letter with ***. The letter stated that feedback will be provided in 3-5 working days. On the 30th of Nov 2023 I received another correspondence and it stated that "Please be advised that the HealthyCare Dis-chem transaction is on the system, currently being processed and payment will be released between 15 and 25th December 2023.".

I followed up on the 26th and 29th of Dec 2023 and was informed that "Please be advised that we have followed up on the payment request as per ***. Kindly allow 3-5 working days for feedback.".

On the 2nd of Jan 2024 I followed up again and was informed that "Query was re-logged on 02 January 2023 for follow up. We will revert back with feedback 2-3 working days.".

On the 04th of Jan 2024 I was informed that "We are still at work processing the query and the matter has been escalated for speedy a resolve. Feedback will be provided with 24 - 48 hours.".

Today is the 11th of Jan 2024 and there has been no update, only an SMS with a different ref number to the initial reference number.

There are a couple of issues with the whole process: 1. Why did they not inform clients in Sep/Oct 2023 of the system error between Dischem and Vitality Cashback? 2. Why the resolution is long (almost 3 months) even after being furnished with proof of purchase? 3. Why there is a lack of update as to the potential delays? 4. Why set feedback periods and not provide feedback?

The whole process is technically depriving me of the Cashback benefits that are due to me. Discovery Health Vitality program is not free, its a paid monthly subscription service with incentives. Where are my incentives for HealthyCare purchases?

Something is fishy. Withholding information regarding money is a suspicious activity and I don't trust such...

The health and bank ombudsman will know of this.