cash back payment

on the 3rd November 2015 I did received a message from Old Mutual notifying me that I do qualify for the cash back. Therefore I need to send a certified id and bank details or go to the branch to submit. on the 7th November 2015 I went to the branch and submit all the necessary documents and was given reference number CE***. A month later still no payment from my account. I then contact their Call Centre and I was told my query has been escalated to the superior. she then send me an email to notify me I do not qualify for the cash back because my account is in arrears, I told them my account was not in arrears when I received the a message therefore I want my cash back, on the 7th December she send me another email to inform she did follow up and see that I do qualify for the cash back therefore she wants to confirm the banking details if they are correct in order for the them to deposit the money the same day . I have responded to her the same day and still no response from her and still no payment into my account.