Poor service, no response on cash back

I have never received such poor service it has been a month i have requested my cash back at Sanlam they said that its gonna take 4-5 working days and it was never paid, the first i requested they told me that i have completed an incorrect form after i have checked from them how far with the process which was a week later . They emailed me another form and told me it will take 3 days. It escalated to another 2 weeks i was told by the manager Mr Charles Maziko that it will be paid on Thursday 02 April 2023. I try to contact the manager and he ignored me. So how does one get such poor service, no communication with the process of the application i should be the one who always contacts the for the application. Its going on a month still waiting.