UCount Rewards : BAD CLIENT SERVICE

UCount Rewards Since March 2018, no rewards were credited to the programme, and had been a client for years, BUT I have to pay a monthly premium to have this POSSIBILITY that i can be credited. I have lodged an enquiry with UCount, BUT NO FEEDBACK GIVEN, when i made 4 enquiries since lodging the enquiry, you have to wait... It is 14 days later, 4 client enquiries, and STILL no call / email to inform me as to why Standard Bank takes that long to assess the issue or what was done to resolve reoccurrance. When i wanted to close the account, they warned me that they will not refund my premiums. So why must a client FIRST pay for a product, getting no service or after sale service, leaves much to thought as what Standard Bank considers their clients. Been a client since 2012 and are VERY disappointed in the service and the product. How can i trust that if i opt for other products eg, life insurance, that SB will give proper reliable client service IF they can't even assess or revert feedback on a simple issue like U Count rewards. I am made to belive through this bad service, that I can not trust my bank anymore.