No cash back since beginning of 2020

I've update my banking detail with application form sent on the 7 Sept, due to not receiving cash back since beginning of 2020. After few day, they've sent sms and email to notify me all is in order, I should receive cash back from Oct. Nothing happen still hence I've call and log an query on the 6 Oct which they claim it will take 5 - 7 working day. I've call on the 9 Oct, the consultant sent an "escalation" and it will come back within 48 hour. I've called today again, no feedback yet. So, my point is, what is the deal with this 5 - 7 working day if you can not fulfill any mounting enquiry? I insist to speak to the manager of the team - Tsepo. All Im getting is : I will give you a " feedback" before this week. By all mean the feedback might still be " nothing happen". If the feedback will be negative, then what is the point of all the waiting ; escalating etc.? Then eventually he said there is a backlog and delay on the department...Oh Sweet! that is ALL they can said...backlog. So, here is the question, if there is a backlog, shouldn't you warn the customers at first place? I must say, Discovery Vitality is just as bad as dealing with home affair or any government department...