Unprofessional Company - Just after your money

On 29 March 2014 I purchased membership at Vacation Hub International for a period of 10 years. According to the contract after 10 years of paid membership members quality for The Reliance Loyalty Cash Back Reward. According to the contract a Membership Certificate would have been sent to me after 10 - 12 weeks after signing the contract. I never received the contract, but my membership was activated, and all monies were paid during the 10-year period. Last year I phoned the company and they mentioned to me that the Loyalty cash back will be valid this year. In May 2024 I phoned the company and they said that I can claim the cash back. I wrote an email requesting the cash back. I then received an email from Erica Bezuidenhout requesting the Membership Certificate. I emailed her back and told her that we didn't receive any Certificate and attached the contract that we signed in 2014. She wrote back and said that they can't proceed with the cash back if I can't provide the certificate. I wrote another email to her on 27 May 2024 requesting proof that they sent it to me. On 28 May 2024 I didn't receive any feedback from her. My wife phoned her and told her that we didn't receive the certificate and that we need proof that they sent it to us. Mrs Bezuidenhout told me that they don't keep the records for longer than 7 years. She also informed me that I had 10 years requesting a copy of the Certificate. When my wife requested a copy of it now, she refused to give it as it is in claim period. I asked her why they didn't mention the Certificate last year when I phoned them, and she told me that it is not their job to remind their customers of it. They didn't inform me either that the 10 years have lapsed and that I qualify for the benefit. The benefit is only valid for 3 months and if you don't claim it within the 3 months you also forfeit it.

I have also read about complaints where members did submit a certificate but was then requested to send proof of all the payments over the last 10 years. Don't this company keep records of their members and all the transactions and other administrative records?

One member also made a complaint that this company did give her a cash back but more than half less than what she was supposed to get. She also didn't receive the money in cash but was credited to her profile to force her to keep her membership otherwise she would lose her so called cash back if she cancelled her membership.

I and a lot of members complained that no correspondence was ever received from this company regards membership.

Be careful - this so-called company is just after your money. Their client service is near to nonexistence.