Vitality Drive Cash Back

I've been with discovery insurance for almost 3 years. When they moved from Vitality Drive to Vitality Drive 2.0 in August my driving score did not calculate and hence they did not pay me back my cash back. I've queried this almost a year ago, and till today I'm still waiting for feedback. Each time I phone, I either get cut of (like today at 09:45) or they just say they have to log another call with systems department. I'd like to know why, when Discovery Insure owes you money, they don't pay you, but they are quick to take money from your account when they need their debit order.

Reference Numbers: ***; QC301276; QC 301253; ***; ***; ***; ***; *** most recent 307810