Poor Service

I received an email stating that my policy is due for a cash back. A cash back form was sent to me and I filled and submitted the form via email. The email was sent by Banele Fakude on 14th June 2023, which is a liberty employee. Today I received an email stating that I am due for cash back on 2025. I used my energy,printing,filling in the form and scanning. Don't play mind games with me please it's either you give me my cash back or cancel my policies with you and pay back my money. Is liberty ****ming me now?