Promised Reward not activated on package

I have won free Premium for a month on the 1st December 2021 and claimed the offer - On email it stated that I needed to pay for my current package and on the 15th December 2021 to the 15th January 2022 it will be active However come today the 15th December it is not active , I have phoned Dstv and Spoke to the them on Facebook and have been assured it will be active within a few hours however it has not been active and I am still on my old package - Dstv please contact me on *** to resolve this and add my prize to my package .