offer for netflix from telkom

I recently upgraded my internet with telkom who said due to my loyalty (6 July) they were offering me 3 month subscription with netflix and gave me the information to retrieve this offer. I tried endlessly but it always said there was a problem. I have contacted telkom numerous times telephonically and online. I was given a new number to fill in. This did not work. I again contacted them online on Monday and the automatic response says they will respond within 48 hours. They have not responded and I received an email from my response to say that the mailbox was full. Why do they offer me a gift which I cannot retrieve??????