Not receiving Plus Bonus Value as promised on personalised upgrade deal

On 5 Feb 2021 I have upgraded two of my phone packages to the Samsung S21+ Mega Gigs M with bonus 1000 free minutes and 4GB anytime data at the MTN Ermelo outlet. Its for 36 months @ R879 P/M. Both packages is on the personalised upgrade deal (page 32 of the booklet).

On the 12th of Feb, I realised that MTN did not load the Plus Bonus Value as promised. I have informed the lady at the store and sent a query to MTN (***)

I have contacted the call center and 3 times received notification that my case is closed.

So what is an acceptable time frame for MTN to correct your mistakes???

Another Ref # I was given, ***. This was given on the 17th. Today I have received Ref #*** customer query closed SMS, but the packages are still not corrected by MTN?

WHY must this become my problem. You have never waited to receive payment from me!!!!!!