Cashback ****

I Was due for a cashback in October 2021,and I didn't receive all my fifth year premium like I expected, I got a fraction of it and was told that they only pay for the premium of two people and not for the total premium amount, I was so shocked because that's not how I understand it, cause it clearly states that you get all your fifth premiums back which is 20% of your premiums over the 5 years. Was I ****med/****** by avbob or is this how its calculated? I've sent an email to your complaints department but I haven't received any feedback yet.