Greenbacks not able to redeem

I have been struggling to redeem my Greenback point since last year. Every time I am being send from the 1 consultant to the next one and sometimes they say they have logged the problem and have send an e-mail to the back office but every month the Greenbacks linkage fee it still goes of my account and still I cannot redeem the points. I hate it that it has come to this point where I have to revert to complaining on this site, but I just cannot get anywhere solving the problem