Dstv rewardsless

Won a package upgrade from their rewards app, I paid my monthly payment as usual then I checked if my package is upgraded only to find out that there is no upgrade . I headed straight to their Facebook page and sent a message inquiring about the free upgrade and here is the response I got “Hi Tebogo

Thank you, Please note that the issue is on our side and our team is working on it, please be patient we are aware of the issue and we are working on it. And I asked “What so difficult with moving my package to the next 1 ? , I usually upgrade my account and it takes less than 5 mins to complete the transaction”

I was told to be patient but if I was paying it was gonna be immediate.