Cashback claim

I went to cancel one funeral policy after one of their own fed me lies, that's one. While I was there, the guy who helped me who actually did an amazing job and was friendly and professional said I had cashback due to me in may, I said I will come back because it was April. I went to another branch in may, the consultant said she doesn't see anything that says I'm getting cash back. Even 5 years ago when I received my cashback it was a hassle. I don't know what I am supposed to do because except for that guy, I've never received great service from old mutual, ever.