False Marketing to rob their client

I took Mi Way Insurance in 2015 and I am due for cash back bonus after 3 years , I have never skipped any monthly payment during that period , I phoned to enquire about the bonus, i was told i wont be getting any bonus because on a particular date they debited my account and they was a return and they tried again and the debit order went through because of that i wont be getting any bonus yet they have received the funds for that particular month . i realized that a lot of Mi Way clients have a similar complaint because of this cash bonus were it way a marketing tool attract clients and they are not prepared to pay at the end of the circle . I now wonder if i need to claim should anything happen to my car what excuse i am going to get scary .