Saying no goals met when I met all the goals and then debiting my account.

I have an active apple watch benefit. On the 9/09/19 I received an email saying I had not met my goals and that R333.29 would be deducted from my account. I immediately logged a report as this is not true as I have met all my goals according to my app. I even sent through photos. I received as response on the 10/09 saying they had tried to contact me (which they didnt) and that there is currently a problem with the goals. They tried to debit my account on the 11/09. On the 18/09 I sent another email as i had no feedback. Again, I got a response on the 23th (6 days later) saying that there is a known query and it is being worked on. SURELY IT SHOULD BE FIXED BY NOW. Then my account was debited of the amount of R333. This should not have been debited. Now not only does this effect my apple watch benefit but shoe booster and all the other benefits linked to the goals. WHEN IS THIS GOING TO BE FIXED? AND WHEN AM I GOING TO BE REFUNDED???? MY APP CLEARLY SHOWS I HAVE MET ALL THE GOALS!