NO COMMUNICATION

I have two Policies with Hollard Funeral beginning of the year they paid my cash back, and two months ago i was told there was an outstanding amount from my cash back that Am must also to receive, I made a follow up again last month at one of their branches in Mpumalanga Moutsiya Mall the Consultant told me the amount hasn't been Authorised yet but it will be paid, Till today there's no communication from Hollard Nothing! are they waiting for me to call them and ask them about it?? What a great service am getting from them!! but should they not find insufficient funds when comes to debit order time they'll call you 100 times. and even threaten to discontinue your Policy now its cash back time they are all silent!