Audi South Africa financial services

I recently bought a new car from Audi west rand. Everything went smooth in terms of the sale however one item still needs to be settled, I did not get the cash back I opted for as part of the deal. It's been over a month since I bought my car but the cash back hasn't been settled till this day. The sales rep who attended to me is being sent from pillar to post about the cash back and I hate getting excuses every time I follow up. It feels like Audi west rand doesn't want to pay. It's frustrating to say the least that you're quick on sales but when it come to fulfilling the deal you're slow and people have to follow up? You're making the experience unpleasant. Is this something that's being done on a regular?