People giving referrals does not get their incentives

I am very disappointing in Discovery. They said they pay incentives for referrals. I have twice contacted them with my referral's details and both times nobody knows what I am talking about, the second time they said they will allocate the incentive to the respective person. I have followed up with her and she did not receive anything as yet.

I am very disappointed because if it wasn't for her I would not have done a quote and not taken up insurance with Discovery :(