after 10 years..

I have been a member for 10 years. It has been easy to book a holiday or get quotes for a holiday but now that i have completed my 10 years and i have emailed and enquired about my Loyalty Cashback Reward i'm having a different experience. I keep being told to email VHI Membership but i do not get any response. I was also told not to cancel my debit order even though my 10years is completed. when i signed up i was told that i will get my fees all back after 10 years and i can continue to be a member of VHI for life without having to pay and further membership fees.