They refuse to pay back as advertised

Hi I have a lasting dignity policy *** with clientele from 1998, then last week I received a call from their offices about new products,, which were not interesting to me. Then I asked their agent about a cash back, she then told me that I do qualify and she gave me the claims number to contact them as she only does sales. Today I called several times and kept on loading airtime since they make you listen to their adverts on line, eventually my call was answered and I was told I don't qualify which is different from the previous agent. Can they please explain what exactly is going on