Complaint

I took out a policy with Auto and general . Only to find out I have the same policy link with my Bond when I phoned in to cancel I was told that they will calculate all the premiums paid and pay certain percentage of it . To my surprise now I only got R2900 and they said I got the cash back 2023 where as earlier this year lady said to me I am due for cash back. I asked to be transferred to refund department and they couldn't get hold of anyone who can explain to me what exactly is happening