Nedbank greenbacks

Your service is horrible! I was convinced to get a nedbank account as it would be easier to travel and also once I use my Amex card I would get double the points for greenbacks! I’ve had this account for almost two years now and 0 greenbacks, recently they called me to let me know that my greenbacks card was ready and I could use it to swipe at stores. The balance is STILL 0! How do I keep on using my cards, but receive 0 points? Please explain! I chatted to a consultant who said she would escalate the matter and send me a reference number via SMS. I have gotten no communication since, not even the reference number.