Lost cash back

I'm very disappointed at the service I received at your Bushbuckridge branch. I was informed on November 2019 by your sales rep that I was due for a cash back. I submitted the relevant forms to the Bushbuckridge branch but only to be called two weeks later by Suzan Seletela that my cash back was paid by April 2019 and she requested I bring my bank statement. Still after bringing the bank statement she was still adamant that the money was paid out but she's not able to see to which account. I'm so disappointed that money due to me can be paid to whomever they wish and unable to trace it back. I want to cancel all the policies I have with Assupol, your service is beyond poor.