Discount still not processed on account months now

Good day.I have been an exceptional client of MTN for many year, however now having my doubts with the service provider is becoming frustrating..i had a normal contract with a top up on it ..cell no : ***..the contract was intitially taken where an MTN staff memeber approached our work enviroment @(Nedbank) where the contract was taken out..all was well & the contract ran well with all discounts,data,airtime & payments going through even month where never a payment missed.After my contract upgraid to new a package i was advised that the discounts will still be loaded however up until to-date nothing has been done..i have emailed MTN with still no response,been to an mtn branch & also the same.have a ref no : *** & still no feedback..D/O goes through every single month however discount is still not amended on acc..