Rewards claim(membership termination)

its been 4 weeks now since i terminated my membership and claim my rewards .the deal is if u claim your rewards early it can take 2 weeks and 10% deducted from your rewards option 2 you choose 5 months and no deductions you get your contributions in full.the consultant i spoke to she told me that it was processed as i chose option 1 when i phone each week every day no one from that department is replying i call the whole day and every week there is an option to leave your number someone will call you back still that does not help noone calls you back that;s bad service and also making me wait long time of what is due to me or maybe its the new re branding it sucks