Cash back payment being delayed by 2 and half years

I called A & G a while back regarding a possible claim that I wanted to do for some damage to a ceiling. I remember specifically asking the claims agent if by cash back payout will be effected if I decide to withdraw the claim before anything has been finalised and I was told "no, it won't have an effect". Needless to say I withdrew the claim and now I found out with the annual review letter that was sent to me that my cash back bonus will be paid out in Oct 2022 and not in March 2020 due to the accessor coming out to access the damage. Please find the email or recording where the call center agent informed me that if an accessor comes out and the claim is withdrawn that the cash back payment date will be paid out 2 and a half years after it was suppose to be paid out. A & G please note I cannot be reached on my cell phone after 9.00 in the morning.