Cashback delay

In 2012 I took a policy with Metropolitan and this year i received an SMS stating that I qualify for cashback. Immediately responded to the sms and forwarded the required documents. I was told to wait for 7 working days but now it's been 4 weeks with no response. I called their customer service number and was told that there's an error in the new system that are using for cash back payment so I should wait for 2 days . I then called after 2 days and was told that the have been a misscalculation and my claim is sent to the technical department. I have now been calling Metropolitan for 3 weeks with no straight answer except that they are sending an email for the process to be speed up. I am so disappointed with their services, I have never missed any payment so i don't understand why it's difficult for them to assist.