Cash Back is a lie

Old mutual's cash back is a lie, 7 months ago I received an sms telling me that I will be getting cash back directly to my account, I keept getting sms until i received one in begining of February that said "pay 1 more premium and get cash back directly into your account" it has been 2 full Months now, I have done countless emails with old mutual only a vague message that said the cash back is not available and that I should send a certified copy of the ID and bank account I am extremely worried that a simple cash back could be a hustle, what will happen when it is time to do a claim, I am now starting to regret not listening to my collegues about old mutual