Discovery Vitality - Unbelievably poor service

I have spent several days trying to get Discovery to confirm why my wife's Vitality cash back has not been paid.

I finally escalated it to the SERVICE SPECIALIST Escalated Query Management Team hoping that someone responsible would resolve the matter. That was a week ago. Having emailed this person each each, we have not had this resolved with very little feedback in the meantime.

How is this possible?? John Raath