Greenlight services not refunding Virgin Active fe

I have taken 2 policies with Old Mutual in view of being refunded 50% of my Virgin Active fees. I have been asking for this refund since December 2015 as that is when my attendances were adequate at the gym. Til this date none of the funds (+- R2500) has been paid to me. Instead they continue to tell me that different branches have been approached in terms of Greenlight but it seems as though nothing is being done. I am not sure if this is in view of me being a small client and therefore not being taken seriously into account. The firm is only interested in them making money and meeting their mark and not the client and their woes. I'd hate to know what would happen if I were to become disabled and had to claim from my dreaded disease and disability portfolio. The service from the Musgrave firm has been utterly atrocious.