DSTV Rewards Unhappy Client

I have spend 2 and a half hour of my time and money on my cell to redeem my DSTV coin rewards. I have called in earlier this morning and now again at 14.00. I was told this morning they would look into the problem and I should try later in the day which I have done. I get put on hold time and time again which cost me money with NO offer to call me back. I am doing what the app is asking but I can't redeem my voucher. Is this Reward program just a way to get client to upgrade to get the voucher. This is Totally unacceptable that I have to battle like this.