DSTV rewards not rewarding loyal customers

I am a member of the dstv rewards programme - been a loyal premium subscriber for more than 12 years. I saved rewards coins to be used for a special gift but now are unable to buy the voucher. The live chat is not helping - the colsultant said they dont deal with rewards issues and gave me an email address - the reply email on this address says it is the email address dealing with employee benefots and gave another address. The new address delivers an error email saying it is not workibg I should work through live chat - tried that again and was kept busy with questions and deleting and re-installing the app. With a final answer that specific voucher is not available to me althou it shows on my app as being available. But the person would not understand I can not buy any voucher with the coins as (falsely?) promised. Tried live chat again this morning only to be told again they dont deal with rewards issues and getting the same email with then the response this email address deals with staff benefits. And all I want to do is buy a voucher.