Pathetic service

I received a DSTV reward for a free AUTOMATIC upgrade to Premium for the month of January and it was meant to AUTOMATICALLY downgrade at the end of the month. I was debited for DSTV premium for the month of February and not downgraded. I spoke to a lady named Vuyiswa earlier this week from the Randburg call center regarding this issued that stemmed from DSTV not automatically downgrading my package and was informed that it would be corrected immediately (that I would be downgraded on said day) and I would be reimbursed in 3 to 5 days. 4 days later and i have still not been downgraded, I called again and spoke to Njabulo today who informed me that it is in fact not the case, and it can only be corrected on the next payment date. Firstly, there clearly is a mismatch of information between consultants because they are not aligned with what can and can't be done (i.e. Vuyiswa ****), and secondly it is ****************, is the reward just a way to **** people to pay more? Because instead of AUTOMATICALLY downgrading customers per the Ts and Cs of the reward, you instead leave them on the higher package until it is too late because nothing can be done until the next payment date. So for 1 month you **** customers into having the higher package that they didn't want and there's no way of getting out of it.