Removal of Showmax Pro but don't qualify for Dstv Compacr Plus

Absolute worst customer experience ever! They have discontinued their Showmax Pro services (for tvs and laptops) and have sent an email on this, with saying (in their T&C's) that all members that had an active Showmax Pro account between 18 Oct to 10 Nov will be given the Dstv Compact Plus package for the same price as the Showmax Pro, which is R349. Saying that an SMS will be sent to such customers. I have not received this SMS and have been a member since 19 Sept 2023. When I emailed them I was ignored for weeks, with constant emails saying they'll be closing the tickets because they tried to contact me and I haven't responded - but i have never received any response from them!!!. I had to threaten to come to this platform in order to get a stupid response. They first told me that I don't qualify because I had a Dstv premium account, I proved I had no Dstv streaming account. Then the story changed to I do not qualify because I was not a member within their required time to qualify - 18 Oct to 10 Nov. I provided proof that I do qualify as per their T&C's and they have not been responsive since. How do I not qualify when I've been a member since 19 Sept 2023 and had a debit on the 19 Oct 2023?! My next step is taking them to the ombudsman. I'm fed up with this extremely poor services.