Claim earpods as per promotion

I have a contract with Telkom and in May or June they had a special if you buy a Samsung galaxy A54 then you get earpods for free. I did upgrade my contract in June and Telkom inform me that I must claim the earpods from Samsung because it's their promotion. At the Secunda branch there was a Samsung consultant Valencia that took pictures of my phones box, barcode and details of the phone to claim the earpods. I contacted Valencia on numerous occasions to find out about the aerpods and she keep on saying she's waiting for her manager because she escalated it to him. I've been waiting since June for the earpods of which I'm entitled to. She did gave me her managers phone number but it goes straight to voicemail and the other number doesn't belong to her. I went back to Telkom to find out what's happening and the manager of Telkom also tried to contact Valencia but she's not answering her phone when we are calling. She keep on telling me that they're waiting for stock. The manager from Telkom was very surprised because they did receive the other people's earpods accept mine.Telkoms manager even tries to get hold of Valencia's manager but with no success. It's almost 6 months and I'm still waiting for my earpods. I'm very disappointed because I'm a Samsung ***** but maybe it's time to change to other brands that can keep their promises. Very disappointed in Samsung.