False promotion

I worn a reward on DSTV under pop a balloon promotion.The prize I won " Event ticket" not an entry to the draw to an event ticket. I contacted the social media team who advised this was a draw entry.I told them I disagree with them as this was a definite win for an event ticket just like other prizes I won like vouchers and entry to draw for the car. I have been communicating with the social media team since last week as well as emails to the Dstv help but still no one is able to provide feedback as to when will the ticket prize be allocated to me. I checked and it was some comedy show tickets and the ticket prize still shows on my account on the Dstv app and I have screenshot the day I won the ticket.This would be viewed as false promotion if you are told you have won and when its time to hand over you are told it was just a draw entry while there is nothing like that on the app or the prize itself. It seems no one knows anything on the social media team, you will be going back and forth with the same feedback that issue is escalated. I just want the prize I won handed to me please which is 'Event ticket'.