Vox not acting in good faith

I signed up for a Vox home fibre package on 13 Feb 2019, but a few days later they ran a promotion ("Level Up") on the same package. My activation was not yet completed and I made a request for them to offer me the Level Up package as a show of good faith to a new customer (which was substantially the same, except that it was month-to-month and offered free installation). I maintain that they were obliged to make me aware of the promotion which was to be offered a few days later and I would have rather waited for it. Vox outrightly refused my request. I requested Mr Mahendra Pursotham to send me a written response on their decision, which he promised to do. To date I have not received the written response but Vox have unilaterally decided to close the request I made.