No joy from Multichoice

I am a customer at Multichoice for the last 10 years plus. I wanted to take advantage of the special they are running regarding the new Explora for R899 a month. I am currently paying R810 for my normal PVR.<br> <br> So I called them to arrange for me to upgrade. Went through the whole process telephonically (no documentation asked) just to be told that I don't meet the criteria. Good and well, when I asked them what the reason was they couldn't explain why...what criteria?...is that service?<br> <br> I phoned them probably about 4-5 times this last week to get things sorted, but no luck.<br> <br> The Call centre mentioned I must go to a agency branch to apply there, so I did. Just to be told that they don't do it at the branches.<br> <br> They also mentioned that I must send them an email regarding this, so I did, but still waiting for a response since last week.<br> <br> Can anyone at Multichoice please asset, as this is not how a loyal customer should be treated.