Slow rewards programme

DSTV or Multichoice are very quick to deduct their subscriptions. They also advertise that by joining DSTV Rewards you are able to claims various rewards, according to their tier system. We have been long-time subscribers to DSTV and joined the rewards programme a few years ago. Since joining we have enjoyed the 10% discount on our package and box office discounts. On 1st September 2023, we logged into the rewards programme and were lucky enough to claim two vouchers. On the website we were notified that the vouchers would be sent to us via email. To date this has not happened, despite contact with them via email. Quick to take but slow to reward?