Bad service

We had to get our no claim bonus on the 12th Nov 2018. I called on the 13th Nov 18 and was told payment will be done and it will reflect the next day, on the 14th still no payment and I called again and was told that payments get done on a Wednesday and it would be done that day and it takes 5 to 7 working days to reflect in your bank account. On the 21st still no payment in the bank account I called again and got told that we had a claim on 13th Aug and that claim affected the pay out. I told the call centre gentleman that when I called in on the 13th Aug I called in just to find out what the process will be if we want to claim for a damaged windscreen the call centre agent explained and I told him that is ok we will rather settle the claim on our own. A claim was logged for my call I want to understand as to who was paid for the claim and to which Pg Glass I took the car to seen that I got told that I claimed for the glass does this mean when you call in just to enquire about something a claim gets logged and that it affects your bonus pay out. I will not get the pay out because of an error that was made by one of Dial Directs staff members. I do not this this is acceptable and this is such bad service that I will be cancelling my insurance and taking my business to another company that will not treat me badly