Not being honest with their clients

I took the Standard Bank Health sure plan (Hospital plan) 0n the 14 -12-2016. I find it very good and interesting plan. One of their exciting added value that makes to take that plan was their cash back where they say :If you don't claim for 3 consecutive years you get up to 20% discount of your premium at the end of the third year. Firstly I was suppose get on in 2020 I received it in 2021after calling the Insurance department, and the Lady that assisted me that time promised me that they will fix the problem. Now this is 2023 I should have received my cash back in 2022 the same problem I encountered in 2020 happens again, now this time the Assistant Tshepo my fist call with her was on the 18-01-2023 , firstly the lady never contacted me with the feedback, I have to call over and over to enquire about my cashback, I call the department 3 times from January till now, lastly when I made a call was on the 14-02-2023 asking for cancellation the gentleman assisted me said he can not help me now because the previous consultant opened my file he will get back to me and he never did, this is so frustrating. I had to consult Hello Peter to expose Standard bank because I feel that they are giving us false expectations, they are dishonest with their client.