No cash back

I just realised that my healthy cash back haven't increased for a while now. When l called vitality they advised that Dischem confirmed not loading anything since September 2016. This is the second time this is happening and really unfair. On the 8th l logged a call and until today my issue hasnt been resolved. I am being told to keep waiting as they are investigating. The last time it didn't take this long to resolve the query. Is it not enough that the process is failing me now l need to wait long for my cash back. Can l get my xash back R700 is a lot of money. Then you guys can continue to investigate as why this keeps happening on my profile. I spoke to a consultant today promised a supervisor will call me 4 hours later l am still waiting. Please check my profile l want to escalate the consultant and supervisor.