Keep your promises!

Fnb lured me back with all their benefits and the promise of a R1000 reward. When I first asked when the reward will be paid, nobody knew which reward I was referring to. I was eventually contacted via email told I should follow up after 90 days. The account has been open for more than 120 days, still now reward??? I sent a follow up email I week ago, to date: no response! Why should I have to remind you to keep your promises?