Cash Back

On the 08/02/2023 I inquired about a cash back on one of my policies and I was told that I qualify for one I must send my bank statement and which I did and I additionally added my ID copy on that email and I received confirmation that banking details have been updated. days passed without any payment and on the 14/02/2023 I called old mutual customer service and I was told the money was paid on the 09/02/2023 to my old mutual money account and I was surprised because I was asked to provide banking details and I did but the money was paid to the money account but according to my knowledge my money account was closed in October 2022 because it was not active, so I immediately visited Uitenhage Branch and they also told me indeed the money was paid into the money account and when I asked how is that possible they couldn't answer instead they prompt me to open a new money account and since then i have been sending mails to all the customer service emails at old mutual but I am told the same story the money was paid on the 09/03/2023 and it was cashed even though I have not received a cent.

I Personally feel that someone in that department that is paying the monies is catching on some creepy deeds , How can you pay money into a de activated account whereas the client provided you with current banking details ? and what is so funny when I made the call on the 14th of february the person I was talking to told me that there was only one attachment on the email I sent on the 08/02/2023 and that attachment was only ID copy but it was 2 attachments ID plus Bank Statement.

Can you Kindly assist by providing me with email of the higher level at old mutual to investigate this