HDFC Bank — cashback not received against payment done on prime times website through hdfc payzapp

I have not received cashback offered on Prime Times against payment done through HDFC Payzapp. I emailed the HDFC Payzapp department for the same issue but they gave rubbish excuse that your wallet is not activated. If my payzapp account is not active than how my payment got successful on Times prime paid through payzapp. I activated my payzapp account and than I paid. The fault is at HDFC Payzapp end if they didn't activate my wallet, Seems they are only fooling customers by these types of fraud offers and now giving excuses.
I want my cashback however because it's none where my fault. I am hdfc customer too so my KYC is also completed linked with payzapp account.
In terms and conditions it's only mentioned in case of non-kyc you will not get the cashback. But mine KYC is upto date completed.
The fault is at bank end if they didn't activate my wallet or something like that. It should be done by payzapp end only. Not mine, so why should I bear cashback loss. Hope you consider in a loyal manner. Details of transaction are as follow.
Payzapp Complaint CaseId[protected]:RE: Not Received my Payzapp Cashback against Prime Times Order No. HOOD5442AMTJ1069 and Payzapp Transaction No.[protected]nS06eL0 Dated: 01/12/2019
Awaiting for your early and positive reply
Harpreet Singh
M. No. [protected]