Discovery Vitality not responsive. 48 working hours is a lie/

I bougth a smar****ch with my HealthyGear number at TotalSports to obtain my initial 25% cash back and other cashbacks thereafter. I had to call Discovery Vitality to follow up on my cashback only to be told they cant find it on the system. I am later told they are unable to get any transactions that happened at Totalsports within the two weeks I had bought. No one has gotten back to me with any feedback, 2 weeks after my enquiry.