RMB Fee Rebate for Metal Card

I app**** for the RMB Metal Card for my RMB Fusion Account on the 23rd of November since it is free if you are on level 5 ebucks rewards level. RMB charged me R1050, and I was told through the application process on the app that I would be refunded the R1050. The refund was never made. I called RMB suite two days ago, and I was told that there is nothing like that. It is even written on the RMB website that "Metal cards are optional and charged at R1 050 per card, which will be rebated for the first card if you are on eBucks Rewards Level 3 or above.". Now I am surprised if the RMB staff members are saying there is nothing like that. They don't even know their processes and charges. Even the declaration that I agreed to when applying stated: -The fee rebate is only applicable to the Primary Account Holder. Only one metal card fee rebate will be issued to a Primary Account Holder. -The Primary Account Holder must be on at least eBucks Reward Level 3 to qualify -Replacement metal RMBPB Fusion Card will only be issued after a five-year period -Any replacement metal cards prior to the five-year period will be at full cost as per the pricing guide.

This is my first metal card, and I meet all the criteria. Please give me the full fee rebate as this is a contradiction of your very own terms and conditions.