Unresolved Healthy gear payback

I called discovery on the 15th of November 2017 to query a healthy gear payback. I was advised that the healthy card I have was somehow cancelled and would need to submit the till slip for the item purchased in order for the payback to be processed. This was done on the 16th of November 2017. The reference number for this query is ********** 279. I have made numerous calls to follow up on this query and 4 months later it is still unresolved.