Cash back

I joined the club when they were running a a cash back special. I was promised to get back R1000 back if I went to gym 8 times between June to July which I did. What happened was my account was accidentally over drawn when the first debit order went through and it bounced but I corrected it within a couple of days. Now I told that I have forfeited the R1000 cash back because the debit order bounced. In my view this is day light *******. Secondly the head office promised to escalate the matter by sending me an email within 24 to 48 hours which has not taken place, surely I have been taken for a ride and want my money NOW.