Unsatisfied customer

Absa idirect has a cash back reward should u have not claimed.27/12/2024 I contacted the insurance to enquire on why I didn't receive my cash back I was told that they mistakenly recorded that under my profile I made a claim in 16/01/2024 whereas the claim was made to the third party not them..They sorted that mistake now it is back and forth when they have to pay me.They dont respond to emails sent to them and when I making calls or sending emails nothing is tangible on my side I am told they're waiting for finance department to do what and when I dont know.Every month I pay my premium in time.I dont know if I dont qualify for cashback or not and what is a cause of payment delay.I am not happy about the way they're handling this matter.Whenever I call them is like I am nuisance. I don't know how they don't redress this matter.