Customer Service? What Customer Service???

I am a member of the DStv Rewards program and used my points to upgrade my packed in December which should have activated from the 1st of Jan 2021. When it did not, I called, and was told by the service agent that they don't know anything about the Rewards program and the query would be escalated, but I would need to call back on Monday! I then logged a query by email and FB messenger, and just keep receiving apologies and messages saying this is being escalated! No time line, no phone calls, just vague acknowledgments. I called back again on Monday the 4th and was left on hold for 20 minutes, after which I hung up!