Cashback payment on momentum myriad

I am so disgusted and feel as though I am begging for a benefit I have been paying to Momentum on my funeral policy for full 10 years without missing a single premium.

I sent an email on 30 June 2025 to ***; followed up with a call on 3 July as my email fell on a deaf server and Khanya took my call, confirmed receipt of the email and mentioned that she has escalated the cashback request and would email me back with the confirmation. Nothing came back on my end. I called again on 5 July 2025, spoke to Carol who said the same feedback as Khanya whom I requested to send me a complaint form, which she did. I filled it in and emailed to momentum.... Guess what, no response. 20 minutes after I got the papers from Khanya, an email from Ashley came through apologising for the delay and they would get back to me within 24 hours. I called again on several times and now the latest answer is that my query is with the business analyst and will get back to me. Carol sent another email today apologising yet again and my request is still under review and this time there is no time frame as to how long they will get back to me.

I even mentioned in 1 of the calls that I have no confidence in Momentum, in the unfortunate event that I or my beneficiary log a claim for death benefit, we will be sent from pillar to post while in mourning and that could relatively affect the burial of my loved ones if it takes almost 3 weeks just for a mere cashback payment. I am utterly disgusted and saddened by the type of service I'm getting as though I have to go on my knees for what is due to me.