Bad Service for cash back

I have been a loyal client for the pass 17 months with them and only missed 2 months of payments with them. however, i was due a cash back because of my premium with them. so, I was told in September month already my cash back will only reflect an amount after the 1st of October 2024. bear in mind i took off from work to go into their office in order to do the withdraw for my cash back because i was told. i have to come into the office in order to complete the cash back application. I then got excited because I received SMSs from them stating i will receive my cash back within the next 48 hrs. today, I still haven't received my cash back. it's been 7 days already. only to receive a call 2 days later from them telling me i will not get the cashback because i missed 2 months of my payment so they decided to not pay me but instead keep the cash back money and pay it onto the 2 months that they did not recieve from me.

in my knowledge they cannot do that without my consent because they haven't communicated any word of that decision being made. i also have a paper trail of them stating they will pay me the cash back but until today still haven't done it.

so, when i phoned and messaged my financial adviser Shamielah Jacobs who is based at Metropolitan, Town Centre Branch in Mitchells Plain. she made it clear that i have no say and they can do that without my consent.

i am really disappointment and upset by this work ethics shown towards their clients. i really expected more from them.