5 weeks still no response or resolution

On the 30th of March I lodged a query with Vitality( ***) re:cashback on my healthy gear. mid April I get a call informing me that the issue is resolved and they will process the payment of the balance due to me, I st week of May I call Vitality to find out why am I not getting any response and my april purchases are also not accounted for as I expected all the payments to be made end of April!! Now the purchases I made at Totalsports in April are not even accumulated towards the cash back. Why is discovery LYING to us advertising as they give you cash back for certain benefits and then you have to fight tooth and nail after you've done the spending? This is a false representation of the Vitality benefits.