Frustrating service experience

Why is multi choice going out of their way to frustrate clients? I was minding my own business when a consultant from multi choice called me advising I qualified for a reduced subscription for 2 months, last month I paid 50% this month I’m told no you didn’t qualify, only compact plus and compact who qualified. What nonsense is this because the person who called me said “As a loyal premium customer” not compact or compact plus and I’ve never used those packages