Incompetency from the manger

Cebolethu has failed to pay me my 10% cash back after 5 years and they also told me that my policy had lapsed in 2024 but yet continue debiting my account till this date... All missed missed were done via EFT and no communication was sent to me regarding the lasing of my policy I went to Jabulani Mall I'm soweto to claim the 10% cash back but to my surprises I did not qualify yet on the WhatsApp portal when I tried to claim I had qualified but couldn't submit my banking details that's why I went to their office that got the biggest news ever