DSTV Rewards - Anniversary upgrade

On 22 April 2022, I received an in app notification stating that I am eligible for an anniversary upgrade to DSTV premium (I have been waiting for more than a year to be eligible for the free upgrade). I then retrieved the prize through the app and unfortunately nothing happened from that day as my package is still the same, I contacted the DSTV rewards call centre and the MultiChoice call centre and no one is able to assist me. It has been a week since I retrieved the voucher, logged a call and there is still no resolution to date. I have not received any updates from the two centres. ***#