Refusal to payout Cashback due.

I’m so disappointed with Avbob I want to cancel my policy. My policy was due for cash back on the 1st November 2025 and to date I have not been paid. I submitted my documents on the 31st October 2025 at their branch as requested,to my surprise the documents were never sent to head office because when I called on the 3rd they said nothing was sent. I then sent the documents requested again on the 3rd,still they were not captured. When I called for follow up on the 4th they said they still don’t have my documents,yet iv emailed them 3 times already. On the 5th when I called,they said my documents were received but I will not be paid because the surname on the bank statement differs with the surname on the policy. My concern now is why are they able to debit from the very same account they can’t pay into because the surname is not the one on the policy contract. They can’t give me answers,they can’t pay me yet they keep debiting my money. When I spoke to a lady called Abana at the Avbob head office,she refused to transfer my call to the office manager but insisted I talk to a call centre manager to tell me that they won’t pay me. Avbob is a problem when they have to pay out,yet their quick to debit out money. We now label it as a **** and the worst assurance company with the worst service and rude call centre agents.