My cash back disappeared from old mutual

I have received a message from old Mutual about a cash back, and was supposed to update my accounts so that the money will be paid into my account and if I don't update they will use the account they have. Lately I did call them regularly about my cash back but it seems non of their consultants know anything about my cash back. Some say I was supposed to have got it by now and some they say they don't see anything. I checked my policies and I saw that I should get the cash back but I do not get any clarity from old Mutual. My last call was on 15 minutes voice notes and all my airtime finished.