HR INCOMPETENCE

I am an ex Telkom employee who took an retirement package in 2015---I opted took keep my rebate on my telephone instead of having it paid out to me in a lump sum,Last year November I decide to take a fibre package from Telkom because I emailed HR and asked them if I divert from landline to fibre will I retain my rebate to which HR rep**** I will.Up to now I am struggling with *********** HR agents that can not give me an answer as to why my rebate is not visible on my account.They keep on replying that as a pensioner I am eligible for a line and some calls rebate--I keep on telling them that I dont have a fixed landline anymore and would either like for them to credit me with my rebate on my account or pay me out as I will not be using a landline where I make calls---this is to difficult for them to grasp--what more need I to say to HR - ARMSTRONG are you still there??