poorest service

I am not sure if Assupol employs new people every 5 minutes because wow, there is just no product knowledge there, my question still remains on why do you have an online portal that does not work? I had logged a casshback claim on the portal last week and just today I called them and was told the money would be released today, confirmation of banking details was done days back, even when i called today I was asked if it is these details they need to pay into, boom, I just received a claim form I need to fill in, like what the ****? what is this online portal for if i can use it and then when you've just confirmed that I will be getting the payment and now I have to go through the manual process? I am so annoyed!