Empty promises real bad service

i activated the discovery shoe booster in October tdiscovery deducted the R350 for activation fee i then received one payback from them and then they just went quite did not receive cash back or communication from them. I the emailed them and asked what was the issue where this was part of there reply."Thank you for contacting Discovery Vitality.

Kindly be advised that we conducted an investigation and found that in October you have purchased a shoe in and on 28 October 2018 a Healthy Gear cash back was calculated in the amount R332.99. Also be advised that we do not have on record that the Shoe Booster benefit was activated on your profile, therefore you will not earn more cash back son the shoe purchase based on the Shoe Booster benefit". First of all if they have it on record that the payments was made then it means i am a member and they have record of it. is this a way that discovery can try and get out of any deal you take with them? this is really frustrating as i get more and more issues from them.