Dstv rewards

I claimed a reward for an anniversary upgrade on the 10th of October and I went to Facebook messenger to ask dstv why is my upgrade not app**** I was told it will only happen on the day I pay my account. I paid my account on the 3rd of November 4 day before my due date , on the 7th of November my account payday I released that I wasn't upgrade as promised I waited until the 10th of November and a day later I loaded a complaint via Facebook messenger and it seemed like the person I was talking didn't have enough information.

I decided to send a text directly to dstv rewards via their platform that was a couple of days ago now this morning they telling me there was never a claim for the upgrade.