Very bad and dissatisfied

Again the same story struggling to get Cashback for being a loyal client..I complained 3 Dec 2021 again on the 25 June 2020 and now. Every year for being loyal and not claiming but paying my monthly installment I struggle to get my cashback. Will I also struggle the day I claim? I also sended a email on the 27th of July 2023 no reply. Only if I phone the same story problem with system...for 3 years...impossible...