Bad Customer Experience

I bought 2 Honor 400 with telkom, and gift was supposed to be claimed from Honor South Africa as their promotion. We were managed to claim one phone using one IMEi, but couldn't claim the second one because the other IMEi was used by a stranger and has claimed a gift and Honor South Africa has delivered my gift to that person.

With this frustrating prosses having to email and calling them. They told me, it is not their problem. I have to phone that person and ask my gift.

My question is, how has that person managed to get a New phone IMEi and claim a gift without purchasing a phone.?

I am so frustrated, I feel this was a ***** happening in Honor South Africa and they are not willing to help me as their customer.