Not Receiving Cash backs

I logged multiple calls pertaining to the Gym cashback on my policy already, last being ref ***.

I have not received my cashback from vitality since i had to reactivate it 2-3 months ago. Which I will also add that it was activated and then all of a sudden not.

Can I have feedback as to why I am not receiving the cashback. The last 6 months your service has definitely taken a huge dive.