Ebucks *******

I logged my ebucks query on the 10.09.2019 with Swinton, the relationship manager and to date I have not received any feedback, I have sent emails and only get a response that he has escalated and will give feedback which he never does. Credit card swiped on the 31.07.2019 and they are still dragging their feet with the ebucks owed to me. I cannot understand how such a huge company takes ages to resolve this.