Appalling Service, Misleading and false marketing!

What an appalling service by Multichoice. Received an SMS from them mid March 2019 to upgrade from Compact to Compact Plus for 2 months and then be upgraded to the Premium package with no additional costs before the end of March 2019 and I upgraded my services. To date no upgrade has been done. Been calling daily since the beginning of June 2019 but still not upgraded as promised. When I call in, it's consultants and team leaders all promise to escalate but never give feedback. I feel mislead by Multichoice's marketing, over promises me but under delivered. Just spoke to Portia whom advised nothing can be done unless I have the sms but I made it very clear to them that I lost my phone but did a sim swap. They clearly don't keep records as they're unable to retrieve my SMS which is pathetic. Considering cancelling my subscription as this is unacceptable and would not recommend their services at all, after so many years.