Old mutual rewards not real

I have been trying to spend the old mutual rewards I earned about two months ago,every time I try to spend I would get a global error massage.Called the call center about the issue I was told I need to send my kyc documents I sent the documents on the 29/30 of June ,was told I will get feedback after a week or so because of the block they have.Waited for three weeks no response.I called last week to see what is really happening ,I was told that my account could not be verified because of the number I provided.To me it looks like old mutual is trying not to pay the rewards money which is unfair,because I spent my time earning these points.