Awful service

I have been with 1st for women since 2017 and had never had a claim with them. 2020 I call them to review my policy premiums and the lady I spoke with gave me premiums reduction and advice me to take cash back option as well and I took it. Yesterday I call the insurance company to ask about the cash back they told me it was never activated but I have been paying for it. The lady promised to call me back this morning as she would first request for the recording, listen to it and she would have an answer by today but it’s 4 o’clock now and I haven’t had anything from her.