MTN - Disappointing Telephonic After Sales Support

I upgraded my cellphone package via an email I received from MTN. The email stated I would be able to claim an LCD monitor and provided the steps to do so thatincluded registering a Samsung Members account which I did. None of the steps from that point worked. I've spend the last 3 weeks on the phone trying to get assistance. Today alone I've spoken to 8 different people who keep giving me different numbers to call, one of whom advised me to go into a branch! I thought working online and over the phone was to prevent the need to go into stores during covid 19. I've been with MTN for 8 years now and this is the first time I've received service like this - really disappointing! The LCD was the deciding factor in my upgrade choice and now it seems like I'm not going to be able to get one.