poor customer service

Good day. I trust this message finds you well.

I am writing to express my concern regarding the cashback payout on my policy. As per multiple telephone discussions with your consultants, I was informed that the cashback would be paid on the 10th. The app reflected weekly updates until the 10th, which was indicated as the due date.

In 2023, I logged a claim and submitted the required photos. However, I did not receive any follow-up communication from either the insurer or the supplier. Due to this lack of engagement and poor customer service, I decided not to proceed with the claim.

To my surprise, when I followed up today regarding the cashback payout, I was informed that the delay was due to the 2023 claim, which had not been cancelled. I would like to highlight that no communication was received from either party, no access was required, and no payout was made. Therefore, I am unsure how I was expected to cancel a claim that was never properly acknowledged or processed.

I kindly request clarity on the following:

Why was the cashback payout withheld without prior notice? What is the process for cancelling a claim, especially when there has been no follow-up? When can I expect the cashback to be paid into my account? I appreciate your prompt attention to this matter and look forward to your response.

Warm regards,