R299 Upgrade not actioned

2020 because of financial reasons family member loosing their jobs, I downgraded my package to the family package for a few months . In November I got an SMS and an email from DStv that they have a promotion for people who want to upgrade to compact and they would only pay r299. So I called and took up the offer. The agent told me it would be done. And I would only pay r299 for the compact package plus my DStv Extra service. Come December DStv Sends me a bill for r750 saying I upgraded but the promotion was not loaded . And I had to pay because my services had been paused. I was devastated but because my whole family was home I couldn't let them not watch so I paid the amount. Owed. I have now downgraded again because when I called on to tell them that I opted for the r299 package . I was told the agent who helped to upgated did not escalate the upgrade so that it would be part of the r299 promotion.