Five year cash back

Dear Avbob I am writing this as a formal complaint in line with my five year cash back.

I went to your branch the one located in Maponya mall on (Tuesday 02 September 2026) but I was given a run around. The step I took I called one of your agencies, the agency informed me that I won't be able to claim my cash back due to my July outstanding payment which is a lie I have records through my bank statement that proofs that I did pay my policy, I even send an email with my bank statement but still no response my calls are now being cut off. Worse case senior what if I reached out in line with a burial it clearly shows that I would be left stranded.

It's either my cash back is paid off or am Refunded all my money from day one!!!