CATCH UP NOT CATCHING UP!!!

I called the call centre on the 27 July 2015 to report problems with Catch up. I am paying for the premium package but when I want to watch anything on catch up there is an error message telling me that catch up is only available to premium package customers!!!! After spending hours on the phone (at my cost) and each consultant telling me different stories. The one lady said that the problem is on DSTV's side and my problem will be escalated. What does that mean??? I am still waiting for some one to call me. Why must I pay full price for a service that is not working 100%. ??????