Cash back query and poor service

I got a message on the 13th December 2020 that I will get my cash within 3 working days.The days passed nd i didn't get my cash back and i visited one of the Jhb Cbd.i was assistant by one of the consultant and she said I must bring 3months bank statement without even checking the system.I went to get get the statement and went again to the same branch nd this time they checked on the system nd said she doesn't she any cash back and she gave me the number to call to check she never bothered to call for me.I call the number and they said cash back was paid in my account to my surprise it was my old mutual account that was closed so I can't access it.On the 13th of january 2021 I visited the same branch again to get assisted then the lady who assisted made a call and they said it will be reversed to my new money account within 10 working days till today.so will I ever get my cash back it's been years that I hve been with old mutual