They can't get my Woolworths benefit sorted

My Vitality is linked to my Woolworths card. However, for the entire 2015 I didn't get any money back. I started calling in June. Thought the problem was fixed - it wasn't. I called again in Aug. Thought it was fixed - it wasn't. Called again in Nov. Then again in Dec at least 7 times. I escalated the issue to a manager who promised to call me back. Three calls later, and 30 min wait time each call, still no response from the manager. I called Woolworths and they sent me the amount I spent since July and I forwarded that on to one of the people I had spoken to. Still no response. If they are going to give a benefit, it shouldn't take a year to receive it. And no one calls back!