Are you selling customers the correct product

Budget sold me insurance and I was told that I would get up to 15% cash back , I have now made more than 20 phone calls to them and I'm being pushed from pillar to post with NO PAYOUT , I was never informed during the sales call that there was extra fee to be paid to "qualify" for this. After listening to my sales call , i found that what I heard was correct .. spoke to numerous people , some of them telling you that "I will call you back" , managers always on calls or in meetings all you hear is that it has been escalated, IS THIS THE WAY MY CLAIM WOULD BE TREATED IN AND UNFORTUNATE SITUATION? 1 Month no feedback.