Poor customer service

I joined the Flexicare healthcare last year and one of the benefits was that i will get certain points transferred to my clicks card and they have never done that until today.I called two weeks back and they could not answer me instead they say they are escalating my case. I spoke to a lady by the name of Sharon on the 11th of October and the last thing she said was that she will call me back but nothing has happened so im disappointed in Discovery and their flexicare healthcare for not fulfilling their promise and having poor customer service