Tiger Brands false information

I sent complaint to Tiger brands on 27 March 2024 and no one responded I was querying about the Jungle muesli competition that is currently running until 31 March 2024. I bought the participating pack it says so on the pack and I entered the completion, however when it came to the part where I sent the last 4 digits of the bar code it said the product is not part of the competition I would like to know how when the package is marked as part of the competition?