Upgade Promotion

I received an email from multichoice saying i can upgrade from Access to Compact for R299 for 3 months and i have to action the request by the 27th of November,i did the upgrade on the app then i called to confirm if it has been actioned successfully, the agent confirmed that it did and confirmed the difference that i will have to pay since i did it after bill cut off. On Saturday 28/11 my account got suspended and i had to pay R335 instead of R189. I called 2 times the agent said they will speak to their team leader and get back to me i never received calls. I called on Monday same thing i called again today then i am being told i am not of the promotion.