Sanlam Reality – Failure to pay cashback rewards

I joined Sanlam Reality last year in December, paid the Virgin Active activation fee for our family of three (which is a substantial amount) and then received notification in March that our medical aid has discontinued their partnership with Sanlam Reality, but that we will still receive our Virgin Active cash back rewards until our 12 month contract is up with Virgin Active (end of December 2018) I haven’t received any cash back since May and queried it immediately. A very friendly customer representative responded to say that it will be investigated. I’ve followed up on this several times, and the feedback remains the same – it is still under investigation. I am unsure exactly what needs to be investigated as it should be simple – you go to gym 12+ times, you get the rebate. I am extremely disappointed and displeased with this complete lack of customer service.