Missing Pick 'n Pay Healthy Food purchases (Vitality)

I have been going round and round in circles with Discovery Vitality trying to get my healthy food cash back on a whole bunch of missing transactions. I must have around 10 reference numbers by now. After being assured in October My smart shopper was still linked to my account based on a query I logged last year. I am now being told this is due to the smart shopper not being linked. The query was raised last year and assured it was linked.

The answers I get seems to be purely delay tactics - so that another agent needs to deal with the issues on another shift.

Side note: How is this business not claimed on Hellopeter?