Nedbank dragging Hospital Cashback Claim

I logged a Hospital Cashback Claim on 29 April 2021 and submitted all required documents and upon making follow-up, I was advised that the claim was not received. I then submitted again on 5 May 2021 and made follow-up and submitted again on 11 May 2021 and submitted again on 14 May 2021. Logged a complaint on 14 May 2021 and only got a response when a complaint was logged and the matter was assigned to someone. I was requested to submit further information to which I did submit. Up until today, the claim is still hanging