Empty promise by Absaidirect on payment of cash back bonus

Good day ,

Please help, I have been waiting for a cash back payment from Absaidirect insurance which I qualified for in May 2023.

Upon enquiry in August I was told it paid out in April but when I checked the statements it was never paid. The insurance then claimed that they had a system error and payments are delayed. I enquired again after a month where I was told it will reflect in two weeks. After two weeks since September 2023 I have been making follow up every two weeks till today I am told the matter has been escalated.

The reference number is from Absaidirect is C***7.