Cash back

Kindly assist me. I have Clientele funeral policy since 2014. When I joined I remember I was told that I was going to get cash back after some years but if I remember correctly they said after 10years if I didn't make a claim so I called Clientele since next year it's going to be 10years one of the agents told me that at Clientele you get cash back after 5years but the policy I have does not have cash back. I disputed that then someone called me that they went back and listen to the call recording I was never promised a cashback on this policy and promised me the call recording to proof that I was never advised like that. Till today I am still waiting for that recording because I was told the wrong information because they thought within those years there would be a claim from me.