rewards

I didn't receive my loyalty rewards in 2015, I was told its because I missed the following dates 30 /04/2013 , 31/10/2013, 30/05/2015, and in may 2015 my account was debited twice an amount of R690,15 and again R1080,47 according to client service that can be the reason why my reward were not paid in 2015 . but in 2013 around June /July I was paid rewards even though I missed the following dates 1/05/2010, 2/02/2012 and 30/04/2013 , but know I am told I only qualify for reward in 2017 , why ??? <br> <br> <br> <br> ---<br>