Discovery Vitality respond time

I have logged a query with discovery vitality on the 19 December 2018 with regards to their device booster (which i paid R350) and cashback which i am supposed to be receiving according to their adverti*****ts.

I bought a watch via total sports which discovery is advising that i did not pay using my healthy gear number. Totalsports have confirmed via email that i have entered the healthy gear number and the error is with vitality.

I have made calls on the 19 December, the 21 December, 13 January 2019 and the 15 January 2019 all of which have given me no feedback just a simple "we are escalating the matter and will respond"

Vitality is very quick to claim the R350 + all monthly fees being paid but taking over a month to respond to a simple query and sort it out