Please respond to my vitality query

I called vitality last week Wednesday regarding my cash back received a reference number and was told my issue will be looked into. No one said anything so this past Wednesday i logged another query and received reference number ***. I tried to call twice today but the line was terrible. Please can someone assist me with my cashback for Healthy Care. I really shouldn't be writing a review on Hello Peter to get assistance. Your SLA is 48 hours - stick to that and communicate if you need more time to investigate!!!