Terrible Customer Relations in addressing clients issues!

My mom redeemed points on the DSTV app worth R100 & R30 respectively. This was on the 2nd of January 2025. The R30 voucher was redeemed successfully, the R100 voucher showed expired which is impossible because they were both redeemed on the same day. I immediately contacted DSTV on the 3rd of January, but we've been receiving the runaround till today. Agent after agent only wanting us to repeat the same issue and telling us that they will get back to us. They sent an email saying they would send a manual update but no one responded when we asked when and how it be sent. Now they are not being faithful as the points were redeemed and they did honour their end of the deal. It may be R100 but it is due to her. It's really disheartening as we are already trying to convince her to just cancel the subscription all together because she is not happy with the service anymore, after many years. I'm sure it will be much easier for us to convince her now, since there does not seem to be a solution to this simple issue🙄😏🙄They just don't care, when we request feedback they ask what the issue is, so now we have to retell the issue to each agent and even have to retell the issue to an agent who has previously chatted with us...tossing around from agent to agent to agent, day in day out.