Note 9 welcome pack mtn celcom

I am not sure on whothis is blame that is why it is addresed to both.With the launch of the note9 you recieve a welcome pack. On Friday the 24 Aug 2018 my fiance did an upgrade on her phone to the new note9 staff in the shop were this was done was very helpfull and explained everything to us and started the whole process by logging the claim to do this. After waiting about an hour they said that this is the first claim they are prossesing and are not sure of the procedure from here on and that we will recieve a email with futher instructions shortly. Saterday we have not recieved the mail. So of to to the shop . Staff elevated this. This was repeated every second day with us standing in front of sales cosultant mtn were contacted everytime and the answer were the same so yesterday 04 /09/18 we finally got the claim no and the claim were done online. Today my boss upgraded through vodacom and before end of bussiness she recieved her welcome pack. How in hell's name is this possible?? We have been waiting 2 weeks or very close to for this to be done. Can anyone please give me a answer ?