False advertising

Good Day

Dstv, I have been with you for the past 15 years but I am so appalled by the incompetency of your staff that I actually feel like cancelling my subscription. In December I won the free premium upgrade which I was told will be effective on the 2nd of Feb after querying it you only connected me to it on the 7th of Feb ….last week I sent a message on your face book messenger to confirm that this month I will only be billed for my compact subscription which you confirmed was corrected(I have attached the screenshots). I paid R515 this morning, now im being told that I owe a further R329 for what? i want this amount credited of my account immediately , I work for the newspapers and what you guys are doing is regarded as false advertising , you cannot award a free upgrade and then have your clients paying for it. Tommorow is my payment date should you cut me off for your incompetency you will then be losing 3 loyal customers.

I await your response