Help with Cashback claim.

On the1st September 2021, i received an sms saying that i qualify for cashback benefit, then on the 10/09/2021 went to Assupol offices Mthatha branch BT Ngebs Mall, ment a male consultant using first station behind the front desk, the guy took my ID, and check my details on the computer indeed he cornfirmed that i do qualify for cash back benefit even gave the amount that is due to as my benefit and he said , Sarah Seem at the head office has initiated the claim on the 6/9/2021, he said the money will be deposited into my account in few days, and said he is going to follow this up with Sarah and he is going to come back at me if there is something needed, i waited for a week and no call came at the back of my mind i wondered where are they going to get my account number as my policy is paid through PERSAL, i decided to follow the matter again and visited the Mthatha Assupol office again on the 20/09/2021, the guy was not there and was helped by a lady next to his desk, aslo she repeated the same procedure of checking my details and cornfirmed that yes there is a cash back but she can't see the amount it is not revealed to her and said it is ready to he paid to my bank and i asked which account is used she read an account number wuich was not mine and isaid it's not mine , and the lady said is writting an email straigth to Sarah Seem then as she cannot answer some of my question, said she will call me as soon as she replies, an hour after that the lady really called and said Sarah said the policy is not mine is for someone else , was so suprised since they used my ID to check the datails then i decided to call Assupol head office on the 22/09/2021, Zelina Patsa said yes i do qualify for a cash back claim and sent me a claim and stated documents to be submitted of which i sent them on the 27/09/2021 via email and received confirmation statement and reference number, up to now nothing has happened iam still waiting. Please help