No customer service rendered

I purchased an Epson L-3150 Eco-tank printer from P&P on a promotion in terms of which I was to receive a free ream of printing paper per month for 24 months. This deal was never loaded onto my Smart Shopper card and all efforts to get P&P to respond to my written complaints failed. It was only after a review was published on the Hellopeter platform that finally I had a response - this was in the form of a phone call from Anwar ***) to inform me that the matter has been resolved and that I will receive 12 month's supply of paper. Upon making him aware that this is not correct, in terms of the promotion, he said "then it must be 24 months". Ever since I have been waiting for confirmation, in writing, that I will receive 24 month's supply of paper and despite reminders there has once again been NO response from P&P. Hence this review, once again, in the hope that P&P will respond - IN WRITING. It is nothing but good manners to respond in writing if the issue was raised in writing, or not?