Sales lies about Carrot Rewards Program for Pet insurance

I signed up to the Dotsure Pet insurance new rewards program called Carrot on 1 Sep. I was told I would receive a 20% cashback reward on all dog food and grooming products, regardless of where it’s purchased from. I was also told there was no criteria that needed to be met other than sync my dogs fitness tracking device. This ended up being a lie to which I raised several times with Dotsure and I’ve been speaking to so many different people via whatsapp, email and call centre to resolve this issue and I keep getting told they will be in touch but we now half way through November and my app is still not working! I’ve lost out on my promised cashback and the worst part is whenever I ask was the criteria is to get the 20% every single person goes dead quiet!!!! I am paying for a service and product that is not benefiting me in any way so far! All I’ve received is a 10% discount code for epet store and I’ve been questioning why 10% when I’ve completed all the activities on the app and done everything I’m supposed to but I’m flat out ignored now by all members of the Dotsure carrot rewards team. I have been waiting for the technical team to fix my voucher codes for 2.5 months and every time I ask about the status I’m either ignored or told I’ll get a call back! This is absolutely unacceptable! You cannot sell customers on an outright lie! Take money and ignore people when your product doesn’t deliver!!! What’s worse is I see I’m not the only customer that has experienced this, saw a post from 1 October where another customer has had the EXACT same experience as me and who spoke to the same sales rep! Money is debited off my account monthly and I have yet to receive a refund for my dog food or a response on how to fix my Epet store vouchers on the app!!!!!!!! I am fuming! And want a response! When will the app work, when will I get my outstanding R360 cash back and what does one have to do to get to 20% rewards? Its all lies!!!