Incorrect cancellation of shoe booster benefit.

My shoe booster benefit was cancelled when newly bought shoes were exchanged after two days for a different size. Vitality responded that shoes were returned, therefore the cancellation. I immediately sent proof to them that it was merely an exchange, not a return of the shoes. I sent two more queries in the days that followed, and another one a week later. Still no feedback or response whatsover from Vitality. I will therefor not receive my cashback from this month, although I achieved all my fitness goals.