Greenbacks no awarded for a sale made and no legit response from their employees

Greenbacks department refuses to answer my questions, I am professional banker with nedbank and I am not awarded the treatment I deserve, I purchased goods on the 15 August 2020 from a retail store but I still did not earn points ( this is a legit sale and not one of their exclusions), i have been communicating with Darryl Knight, and a whole list of employees from nedbank ,uptil now I still did not get proof that I was given the points for the sale, people need to be made aware that GREENBACKS department keeps saying they are not allowed to send us a statement we must refer to the application which I did and I am querying that.