Bad service

I app**** for cash back on the 30th March 2026 at Johannesburg branch and received an sms on the 1st of April confirming that my claim has been approved. I then called the branch this morning around 9:20 to follow up and I was told that the lady that can assist me is on tea break I should call back after 30 minutes. I called back and the lady promised to call me back with feedback but she didn't and I had to call again around 4pm and spoke to Zanele who told me that I must just wait for the call they probably busy with it. Zanele did not even try to assist and only gave me assumptions. So I wonder if cash back can be a struggle like this then how are you going to treat me when I really need to claim in the time of loss?