Missing cashback rewards

Two weeks ago I noticed that HealthyCare cashback had not been loaded onto my Dischem card for July. I contacted the call centre, which advised me that their systems indicated that the cashback had been loaded. I confirmed that this was not in fact the case. They told me the turnaround time for resolving queries was 5-7 days. 7 working days later, I received a call back, again stating the same case, yet there was no change on my Dischem point balance to reflect this. Here we are, two weeks later, with no further progress or explanation for the deviation.