cash back

in 2015 a guy by the name of Teddy Msiza, working at middelburg office, came to my office to offer me this new product introduced (cash back), i agreed to take it hence my premium went up. when i called on 16 October, he has been avoiding me and kept on saying i should call after an hour. of which i ended up calling the land line, they told me he is no longer working there i spoke to the guy by the name of levie (levy) something like that, he told me i am not getting any cash back because i missed a premium in 2016 of which i do not remember at all. no body told me about that, it was news to me. his attitude sucked, i was not happy about it. and not willing to investigate why they say i didnt submit my document.

how come my premium did go up if they do not have my documents.

i been having this policy since 2004. now to get this kind of treatment i do not think its fair.

please respond with positive answer