Zero Customer Services and zero effort to resolve!

My employee came to speak to me about this policy last week.

He indicated that he was told there was a cashback payable after 5 years on this policy. His policy is over the period (2015/05 ) and he has not received his cashback payment yet.

I have read the policy document that he brought me but don't seem to find the cashback that he is talking about.

I have requested feedback in this regard but none is forthcoming- is this part of the policy as he understood or not, and if it is why it has not been paid and when is it due for payment?

I have contacted services who seem unable or unwilling to assist and the complaints arbitrator who has not even acknowledged receipt of my complaint yet!

Also last week my employee spoke to a Mr Lee from clientele who wanted to sell him something. He asked Mr Lee about his cash back to no avail. He asked Mr Lee to speak to someone who can speak his language...Mr Lee indicated this was not possible. My employee gave the phone to my husband to speak to Mr Lee. Mr Lee was blatantly rude and told my husband that my employee who lives in Mphumalanga must go to Johannesburg to sort it out. That is absurd. Last night he got a notification from the bank that a new increased debit order is going off. He did not approve any additional services in his discussion with Mr Lee and is yet to be contacted by someone who can speak his language (Sotho)...please can we understand what this is increased premium is for and can we hear the associated voice clip. No effort has been made by Clientele to contact my employee to resolve