Uber discount

In late January I noticed that I was no longer getting my 25% Uber discount. On 25 January I called the call centre and spent about 35 minutes with an agent trying to sort this out. I also reported it on email and got an email back saying there was a 3-5 day turnaround. I heard nothing so emailed again on 3 February. Again I was promised a 3-5 turnaround. Again I heard nothing. I phoned on 10 February and was told that the problem would be escalated. I was also promised that the manager of the Systems Department would call me on 13 February, but true to form, I have heard nothing.

I have had this issue a few times before and cannot understand why it takes so long to sort out. In the meantime, I have lost out on the discount on about 10 trips, some quite long ones.