non claim payout

I have an Avbob policy and I am due to get non claim cash back I received a call two years ago to be told that I will receive funds by this time and the lady I spoke to even told me how much I will receive. Now all of a sudden the amount has changed its is no longer the amount I was told to receive.

I need to know the possibility of two people working for the same company having to tell me about two different payout amount.