Cash Back Bonus

I'm really disappointed with FFW. Last year I was told by 2 of their consultants that I was due for my cash back bonus in March 2022. I then tried to contact FFW in March where I was then told that I would only be paid in 2024 because apparently I only activated the Cash Back service in August 2020. But even on the T&C's on their website it states that you are liable for the Cash Back Bonus if you do not claim for a period of 4 years. Nothing about activation! I spoke to 2 other consultants whom I asked for recordings. I was told that they would be sent to me. It's been 2 months now and I'm still waiting for the recordings! I've been a loyal customer for 4 years, never missed a payment, never claimed from them. This is pathetic service!!