Dissatisfied client

I have a funeral cover that was due for cash back in October 2020,I was firstly disappointed when the consultant told me my policy does not appear up until i called the person I took the cover from, well after she had me on a call with this person it then magically appeared accompanied with a statement saying "the systems were down" . Even after that I was still told that although the cash back is due on October but it does not show which date on October was told it was not yet active. I went home dissatisfied and decided I'll come back on November just to be on the safe side but again now I came across another problem firstly the question asked by consultant said it all, these people aren't happy to pay us our cash back, "who told you you have cash back?", I told her I just know. After she checked she presented me with another problem that although my cash is R3072 I will not get all of it, I started to get heat up, she said the policy is in the arrears, I explained to her that the premium is a stop order which is directly taken from my employer before I even have access on my own money she then agreed with me saying even she can't explain but it is how they roll now. She went away and came with a printout which reflected the exact amount I'm suppose to get busy thanking God saying all was fixed. Fixed my foot!! Later in the evening guess what only R1300 deposited on my account . It's such a disappointment to think I pay these people a premium of R879 per month to get such service on top of that there is only one branch you get is Durban CBD for Durban and surroundings. People must no longer take policies in this institution because it shows they have money problems they don't want any cash going out I'll never ever have another policy with them!