Pathetic service at old Mutual

A very bad service at old Mutual. We are been sent to pillar to post about our cash back. The money has been due since June 2020. We told to go to the branch, we visited a branch we were told we will receive sms within 3 days. It's been two weeks now. We called the call center and we were told we don't have cash which is so strange. We requested to speak to someone higher. We denied the opportunity. The whole thing is frustrating