No joy on logging complaints regarding payback bonus

My payback bonus was originally in January 2024. Last year July I wanted to replace my cracked windscreen and phoned you and you confirmed telephonically that I can replace my windscreen and it would not have an impact on my payback bonus, now I see my bonus is only 2026?

I've logged many complaints, every time someone phones back once, tell me they will find the recording and never return my call.

This is just ridiculous, rather don't provide something like a payback bonus if you are just going to find any way not to pay it. And then you're way more expensive than other insurances as well. Time to cancel!