UCount does not count for service and query resolution

the Ucount rewards team closes queries without resolution or response. I logged a query in April 2019 for rewards that should have been calculated on level 5 spend of over R20k on my credit card. The person that responded Azraa David via email requesting my mobile number. I responded on the 8th and 9th April requesting her to contact me. On the 9th, the query was responded to as closed by Matilda Xoliswa Nama. The query is not resolved. No one has contacted me. I have spent the amount required to be on level 5 and I have the points to be on level 5 - therefore should get the rewards at that level. I expect better from Standard Bank and its affiliates. Ucount or Udontmatter? Pathetic service.