I don't know if it's incompetence or just a lack of concern for a client

So the story goes as follows. I have a cover with Outsurance. Needed to follow up on a query i had and at the same time find out about an outbonus due. Spoke to a Team Leader who gave me a specific amount due to me. I asked a few times if he is sure and he said yes...a few days later spoke to another consultant and she too verified the amount. When it was time to payout I got less. So i questioned it and was told by Michelle Ebrahim that it's a projected amount. I went on about it saying to listen to the call recordings but she kept saying it's a projected amount. I'm sure that if sometime is told on a recorded line, it stands, jn fact I have seen ombudsman cases where it was upheld in favor of the client. I also wanted info about their app and only received a response weeks later from Michelle...in the email I specifically mentioned not for Michelle to correspond with me and I would want to speak to someone senior.....but as usual I'm just one of those irritating customers that won't let go...so outsurance won't do anything about it.... After many years of service, this is the kind of service I get... Be careful when dealing with this company.