50% cash back on Race Entry Fees - Not happening??

Both myself and my husband joined the Team Vitality running club a couple of years back and as part of the incentives, we would get back 50% on the race entry fees on specific races e.g. Vitality Run Series. We participated in the 5 Vitality Run Series races and have not received the 50% back. I emailed them and was told to send the race certificates (all 10 of them), but still have not had any further feedback. We were allocated the Active Reward points in the same week of the races - so surely they know we participated. Now this week I see that we have not been allocated our Active Rewards points towards our weekly goal due to some system issue - but why not send out communication advising us of this?

Really disappointed.