No service delivery from Hollard

I signed up for a Hollard funeral policy where I would receive an airtime benefit. Two payments have been taken and I am yet to receive the airtime benefit that made me sign up to the funeral policy in the first place. This is a case of efficient marketing, efficiency at taking my money but complete inefficiency on delivery. I was promised a call back from Nombulelo, I contacted the call centre numerous times and filled out the contact me page on the website. I want my airtime loaded ASAP