DSTV DOES NOT FOLLOW THROUGH WITH REWARDS

My mother received an sms from DSTV notifying her of a reward in the form of an UberEats voucher. Upon signing in to the app, the reward was nowhere to be found under the rewards section. It has taken over 24 hours to resolve this issue through their Facebook Messenger service, with no continuity between the DSTV assistants. My experience has been very disappointing, frustrating and it is unacceptable.