Poor customer service.

On Tuesday 1 November I called to enquire about my cash back bonus for the insurance on my car, I spoke to Theresa who told me I had not opted for the cash back when I took the policy out. Theresa told me that she would pull the recording of the conversation between myself and the consultant and get back to me on Thursday 3 November. By Friday I had received no feedback and called in again. I spoke to somebody else who told me that the only record on the system was that I had phoned your offices. On Monday 7 November Theresa called to say that she had listened to the recording and stated that I told the consultant that I had not accepted the cash back offer. I asked her to send me the recording, I was told I would have to complete a form, which she would send me, requesting the recording. I am still waiting for this form 2 days later. I am a "Private Club" member on Multiply which would boost the percentage of my returns. Either this was not offered to me or it was not explained properly. Your advert states "Safety Bonus of up yo 30% cashback on your premiums yearly, even if you claim" Where does it say you have to opt in to receive a cashback or anything similar??