Bad service on Cash back plans for funeral covers

I have 3 different funeral policies with Hollard. 1 for me and my family, 2 for my brother and 3 for my mother. On the 17 of October 2017 I called in and asked them for cash back as the 2 policies (my brother and my mother) are more than 5 years. The call was made and I was told that within 14 working days the money will be paid on the same account that is debited, I was given the reference number ********** 111 on 17 October 2017. 2 November 2017 I called to make a follow up and I was told the responsible department is still working on my cash back. On the 08 December 2017 I called for the 3rd time and the lady by the name of Caludette Jafta escalated my request and gave me another reference number ********** 790 and promised that I was going to be called and given the update for the delay and I have not received that call. Today 15 December 2017 I called making a follow up again and the great guy by the name of Siyabonga Khuzwayo explained to me that the best he can do he will also escalate the call as they have no direct contact with the department responsible to finalise my request. On all the occasions when I called the staff I interacted with understood my frustration and I was on the call longer and those doing their part hoping the relevant department will do the right thing. I am so disappointed with the service.