Worst Rewards program and Help centre staff

I have had the absolute worst experience on MyDSTV.

I was encouraged to explore the new "Rewards" section, where I was informed that I had received a few rewards for being a loyal customer. One of these rewards was a pair of tickets to the SA T20, which I was excited about. However, this turned out to be completely misleading. After claiming the reward, I received nothing—despite MyDSTV showing that I had successfully redeemed it.

I was given no details on how to access the tickets, which game they were for, or how the process worked. After multiple follow-ups with the DSTV help center, no one has been able to assist me. It seems that DSTV’s own staff are unaware of how the rewards program functions. One agent escalated my query internally and provided me with a reference number, only for me to later receive an email from the escalation team asking me which department the query should be sent to. This is beyond frustrating—how is the help center asking the customer where to escalate their own internal issue?

It has now been over a week, and despite my repeated follow-ups, I have received no feedback or useful information. @DSTV, if your rewards program doesn’t work and your staff aren’t properly trained on it, perhaps you should reconsider launching it to the public.