Still awaiting feedback regarding promo

on the 16th Dec 2017 visited store to apply for deal completed all relevant paperwork only to be told they off-line and they would get back to me. I ask will I still qualify for promo They confirmed yes but by monday they were still awaiting approval due to them being offline the whole weekend. The consultant Malome told me that he cannot get hold of Samsung rep she could be on leave. On the 2nd went back to store only to be told they would send email to excalate issue. on the 5th nothing yet called 9th they would forward me the email, wherein Malone sent the proof requested from Samsung rep .todate no response.Store tried calling them on the numbers from the email no reply. I tried calling also no reply , I am really frustrated cause the reason I took the deal was for the tv an phone as a gift for my son almost a month later I am still without it. Please help dont know what to do.