Ucount rewards program not rewarding at all

I queried my tiering with the ucount rewards department as I saw from the web that I should be tiering higher. I was informed that although I have a will it is not in safe custody. in January I sent it to safe custody. I was then informed it will only update end February. I checked again in March and still the tiering is not corrected. I called and found out that the tiering was not corrected because they insist the will is not in safe custody. I verified with the will department who confirmed the will is in safe custody. the ucount rewards call centre expects me to call around and send proof to them of safe custody before they will attend to my complaint. it is not my job.