MTN not keeping their end of the bargain

I went into the MTN store at Centurion Mall to take out a 24 month contract on a Samsung Galaxy S9 in March. There was a deal running that you get the Samsung Gear watch if you pre-ordered, so I pre-ordered and was waiting in anticipation for my phone and watch to arrive so I could go fetch them. I went in to fetch my phone, which I got as promised, but no watch. I asked the saleslady (whose name I won't disclose here) about it and she said that she would have to e-mail someone and come back to me. I called weekly to find out and she just kept on saying that she was waiting for a reply.

I went into the MTN store in Jeffreys Bay on Thursday the 5th of July and asked the salesperson what should be done and he said that the lady should've helped me on the day of collection of my phone to claim the watch via Samsung Rewards on the app.

I e-mailed Samsung Rewards on on the 5th of July and they told me that the offer expired and the mistake was made on MTN's side, so they couldn't do anything for me.

I phoned MTN to lodge a complaint on Thursday the 5th of July and they asked me what had happened so I gave a detailed description of the situation. I didn't have the lady's name at the time so they asked me to find out and contact them again. They gave me reference number # ********** 88. I also had to give a pin that would be used every time I contact them.

I got the lady's name on Friday and phoned MTN again. I gave the lady there my reference number and she said that she could see the correspondence from the previous day. I told her that they had asked me to only phone with the name of the salesperson so they could process it further. She added the information and gave me a new reference number. My new reference number was # ********** 55. I asked by when I would've been contacted and the call-center agent told me that I would have been contacted by Tuesday the 10th of July.

It is now the 11th of July and I still haven't heard from them. I phoned on the 10th of July, which was yesterday, just to be transferred from one department to another and no one could assist me.

I am really fed-up with this and want my watch! It was part of my motivation for buying the phone in the first place!!