Terrible service and no email response for days

I have emailed so many times before and mentioned to so many of your call center agents that your personal loans department needs to take responsibility for messing with my debit order and instructing the incorrect debit order on my account. I am due a cash back rewards for my Sanlam Reality membership and my personal loan agreement and still I have received no feedback at all. This is pathetic service as no one got back to since last week. I would like this to reach thr ombudsman office and I want to lay a formal complaint as this was not my fault at all I have been paying monthly for this loan. I need someone to go an investigate and go down the line to see the mess up that took place by your collection department and who ever else. I need an answer today when I will receive my ash back benefit.