No Cash back bonus received

After contacting Absa insurance several times over the past year in connection with my cash back bonus I was supposed to receive from them after 3 years I still have not received anything. I was even able to get R500 back from Outsurance as I did not claim from Absa but still according to Absa I had a claim because someone made the wrong note on my profile. Every time I have to hold on forever and it does not get sorted out