Pillar to Post

I received a letter on the post dated 2 September 2021 saying that one of the policies I have is due for a cash back. Went into the branch between 9 and 10th November 2021,which is also has its own story 😔. The consultant send an email to the info email address on the 10th. And I received an automated message saying a consultant will get back to me shortly that was on the 10th. On the 15th I still hadn't heard anything from anyone on your side, i then called and spoke to a lady who said she can see a claim was done but she can't say what the issue is, she then asked me to email her a copy of the letter I received which I did on the 15th already. Till today I don't know what is going on with the letter and why I had received it and why I'm getting feedback on it. The branch issue is a story on its own as well but I'm not satisfied