service delivery

I bought the Samsung appliance which i registered and submitted my application before the 31.12.2015. i used my boyfriends number to apply and we didnt get the sms for confirmation of our application and we would like to make a booking with the protea hotel for accommodation. this has been going on since December last year and there is no feedback. when we call to the call centre they advise they will escalate and send us an email and the sms and we still waiting. please assist as this is honestly bad service. we bought item and registered to get the reward that came with the item.