Frustrated with claiming a Reward from a DSTV App Competition and Customer Service Rudeness

I have been a customer of DSTV for many many years, probably 15 years, but I have never felt as stupid as I feel right now.

DSTV has been running this "DSTV Rewards App" competition, where users stand a chance to win vouchers, free upgrades, hotel stays, etc. I was one of the lucky / unlucky ones where I won a Free Package Upgrade. The Tc and Cs stipulated that I would be contacted by an Agent within 3 days to arrange the Upgrade. It was also stated on the Tc and Cs that the upgrade would take place automatically after they receive my end of March monthly premium.

On the 26th March, I called Multichoice and spoke to a Lunje Gqwaka and advised him that my upgrade hasn't been done yet. He then said he will speak to his Supervisor and he will call me back. The Supervisor, Athenkosi called me on the 26th March, advising that he will follow up as, they are aware that there are issues with claiming of the reward(s) on the App. He closed off the call by asking that I complete the survey that I will receive via SMS to rate their service. This was on a Friday, but he insisted they will be working throughout the weekend and he will call me - which he never did.

I then sent a message on the DSTV App "chat thing". I was then called on the 30th March by Thato (female) from a *** number, who advised that there is nothing they can do - I need to claim my reward on their App. When I told her the App doesn't allow me to claim, as it gives me an error that reads "Oops, something went wrong, but we're working hard to get things back on track so you can enjoy your rewards". She insisted that there is nothing they can do for me as I can only claim this from the app. When I told her I can't do this, she got agitated, started shouting at me, and then she dropped the call.

Still on the 30th, I then sent a message on the DSTV Facebook inbox, asking for a complaints email address. The person on the other end, who identified themselves as SN, gave me an email address and said I must send an email there (***). I sent my email, then that same afternoon, I got a call from Precious ***) who said she will investigate this and then do a manual upgrade for me. She sounded so promising, apologising for Thato's behaviour, etc. She advised that she's going on some training but she also promised to call me back the next day with feedback. Again, she didn't call me.

On the 31st March, I sent another email to the Rewards email address with my query. Today, being the 1st April, I got a call from an *** number, and the person on the other end was Nkosinathi. He asked what the problem was, and I had to once again, break it down for him. I asked him for his surname, he refused to give me his surname, saying they're not allowed to give out their surnames (wow), and that he's the only Nkosinathi that works in the Rewards Team. After spending at least 5 minutes giving him details of my query, he then said to me he cannot help me as this is the wrong department - they only deal with vouchers for food, etc, and not upgrades, I must call ***. I said to him I did try to call that number, but it doesn't go through. I then asked if he perhaps had a Supervisor that I can speak to, who perhaps has direct contact with another Supervisor, who can assist with the Upgrade. He told me straight out that my Supervisor will not be able to help you. S/he will tell you the same thing I told you.

Now, not only am I frustrated but I am asking myself if I really should put up with this service from DSTV/ Multichoice? I mean, they are the ones that ran the competition, so surely they should be able to assist customers like myself, customers who are ready to cancel their subscription because honestly, this is is not worth it. I've wasted time, airtime, and energy trying to claim a reward that I had won, yet nobody wants to assist?

Out of the 6 people that I have spoken to, NOBODY, and I mean, NOBODY is willing to help? I am just tired.