Cashback denied

On 31st August 2024 I purchased a vitality item from Babies r us worth R2499.00 but I never received my cashback.

On 11 September 2024 I contacted discovery and sent them the information that they requested.

On 18 September 2024, I contacted discovery to follow up on my query. I was told that the reason why my cashback was not paid is because I did not swipe a reward card when I made the purchase. I then explained to the lady that was assisting me that I didn’t swipe a reward card because I don’t have one. I registered for the Babies R Us reward program online. Every time when I make an in store purchase they only ask for my name in order to access my profile.

I further explained that my name is on the receipt to prove that I did linked this purchase to my profile. Unfortunately she did not want to consider the facts that were presented to her in order to make an informed decision, instead she told me that I can’t get my cashback because a physical card was not swiped. Unfortunately she muted the call while we were talking for more than 20min until I hanged up.

I then went to Babies R Us to enquire about the absence of a reward card number on my slip and they told me that is how their system is configured. They further advised me that I cannot be issued with a physical card because because I have a reward card number allocated to me.

I then purchased a lollipop using my card number, guess what the receipt came with my name instead of the reward card number.

Why do I have to loose my cashback because of how Babies r us configured their system?

Please resolve this issue because I have done what I needed to do when I made this purchase.

Lastly please check the correctness of the allegations I made about the lady that muted my call. The call was at 16:40 it lasted for 44min, and it was an incoming call from your side to me.