Cash back incorrect percentage

I have been noticing the past 2 payments of my cash back has been really low. I checked my app only to see that my brand new vehicle that I bought last year has been drop to 20% cash back this year. I called in about two weeks ago and the consultant that assisted advised that this will be fixed as according to my knowledge and history with your product brand new vehicles does not require a multi point check upon adding it to my policy so why was my percentage dropped from 50 % to 20 %. Here is my reference Qc 296672 as this has still not be sorted and I would like all my money paid to me that has not been paid for December and January because of this drop in percentage. This is unacceptable and really bad servicing of your existing client base.