Bad service

On the 28/11/2021 I won a prize of being upgraded to premium for taking up all the add ons on DSTV. I called in on the 29th but to date I haven't received any feedback. I've been calling the call centre and nobody seems to be understanding what I'm talking about. I called in again today and I'm told the matter will be escalated to senior management. Yesterday, I won another prize for an upgrade but still nothing has happened.