Avbob Cash back ****

I was due for a 5 year cash back in July didn't get it even though I went to the branch and handed in everything that was needed.I owed only 1 month and last year when I called the call center wanted to know how much I owed I was asked if I wanted it to be debited or if I want it to be deducted from my cash back I asked if I it really could be deducted from my cash back I was told yes. I then asked them to debit rather so that I'm not behind and I'll get my cash back this year Im behind by 1 month with the impression that it will be deducted from my cash back but know I asked a consultant on WhatsApp she double checked that I'm due for a cash back then said I didn't receive the money because I'm owing and theres no such that it will be deducted.Worse part ke Avbob didn't even bother to make debit from from my account this month at all next thing they will say I'm not paying.