BAD service

Hi, been with ABSA insurance for 3 years now with no claim, never missed a payment , now they have to pay my cash back and being told that i have to wait for August, in fact i was told different stories, 1 agent said it will be paid end of May, and now i am being told end of august, why do i have to wait so long for my cash back,

I was also offered 15% discount for the month of June and July but they debited the full amount, no communication , nothing