**** rewards

Can someone please explain if the dstv rewards is actually for real or not.... I'm currently paying for 2 dstv accounts mine and my brother's account. I won a free upgrade 4 months back in one account and he has never received the upgrade. I have been escalating for over 3 months now, they keep saying they will send to rewards team and get back to me. Same thing happened again recently, this time in both accounts I won't free premium upgrade and according to the communication on the reward vouchers it said it will be upgraded automatically on the 15th December today is the 17 and still its not upgraded. I also have a friend of mine having the very same issue. Is this a **** or what?