Missing fuel spend for 7 months

The reason I have given Discovery Insure two stars instead of one is that they have great rewards and a good mission to encourage safe driving. However, to everyone out there just be aware that if you have problems you may have to spend months trying to get it fixed. I wrote the following on hellopeter last month:

I sent the following e-mail to Discovery Insure:

For the months of April, May, June, July, and August Discovery Insure hasn’t captured my fuel spend correctly. Each time I have had to manually scan and submit my VitalityDrive receipts. I didn’t have all the receipts for the first few months so I lost some cashback then. Later, (about 2 months ago) I called the Discovery call centre and I asked the gentleman why my fuel spend was not going through. He said that they were having problems capturing fuel spend from isolated petrol stations. (This in spite of the fact that I was getting receipts that the fuel spend had gone through). I then pointed out to him that there were 2 different petrol stations for that month that hadn’t captured my fuel spend. He then admitted that there were in fact quite a few petrol stations that Discovery wasn’t receiving accurate data from but that Discovery was working on that. I then asked him why Discovery hadn’t just sent an e-mail to their Discovery Insure clients informing them to keep their slips in case there was a problem and to prevent them from losing out on cashback like I had. He rep**** that it was something that they had suggested to senior management but that they had not taken up their suggestion. Now for the 5th month in a row I am still having to keep and submit my Discovery Insure receipts in order to get my cashback.

Discovery Insure's response:

Good day Thank you for contacting us. Please send us fuel slips for us to manually capture and calculate fuel rewards due. We are currently aware of the issue and management is working towards resolving the matter. We do apologize for the service let down you've been experiencing.

Now for the month of September my fuel slips have still not been captured correctly. So for 6 months management has been aware of and working on this problem but with no success.

The least that Discovery Insure can do is to follow their own call centre's suggestion and send an e-mail to their clients advising them to keep their slips in case the transactions don't go through. Then their clients can scan and send any missing transactions to Discovery so that they can get their cashback.

Yesterday I sent the following private message to hellopeter:

Good afternoon

After the phone call from your representative I was asked by Thami to send an e-mail to *** with all the relevant attachments as requested. Thami promised to phone in an hour's time to get the reference number. I sent the e-mail but received no phone call from Thami.

I then received an e-mail reply from Lefu Mohale with the following response:

Thank you for contacting us regarding the slips. Please note that we have received and captured them, you will be rewarded on our next rewards payout, which we pay between the 10th and the 15th of every month.

He had clearly not properly read my e-mail.

I wrote again explaining the situation. Received the following reply: Thank you for contacting us regarding your fuel spent at BP Old Farm service station. Please note that your query have been referred to our DI Partners, we apologise for the inconvenience caused to date.

I've had no further response. Thami said it would take approximately 3 working days to investigate.

Now for the 7th month in a row my fuel spend has not been captured correctly as only R400 of the R1350.06 has been captured.

Below are the e-mail reference numbers:

RE: Attention: Executive Office -WRefNo#***#- -MailRef#***#-