no greenbacks earned for 11 months

Nedbank phoned and persisted with offering me a new cheque and american express account to start earning greenbacks rewards. Innitially I was hesitant to accept, but the call center agent persistet, and I accepted to participate. I have been using my new cards to pay for goods for about 11 months, and when I phoned to query my points balance, I was told that my balance is zero and greenback rewards has not been activated for my profile. Given that the 1st year is free, I was told that I would start paying a service fee for the cards after the first year. I would expect that Nedbank would refund me with greenbacks for all my cheque card purchases since I was offered the service.