Terrible customer service at Ushaka Marine World

I have been a loyal customer to Ushaka for many years. Most years my family takes the platinum pass. This year when we were in the process of renewal the lady tells us that their benefits have changed. When we took the card the previous year we were promised a free combo ticket as well as 4 free parking vouchers amongst other benefits upon renewal. How can they change their agreements with no prior communication to their customers as well as still having the old benefits advertised on their website after our renewal. I have approached them both on facebook as well as by email and all they tell me is give them a few days but nothing ever happens and now feedback as stopped completely. I dont feel its asking much for them to give us those 2 benefits from all the changes.