Claim for the galaxy buds

So I've purchased the Samsung galaxy A71 in September 2020 for the Promo for the galaxy buds it has been a few months now after many emails sent in with just a reply by saying sorry for the delay your query has been escalated. How many times do you want to escalate this in order for you to deliver the buds, cause I have claimed and it has been approved and I gave delivery details and still haven't received it. This is a real disappointment from Samsung, I have spoken to to Nonhlanhla on live chat and she escalated my query again and she promised me a call but nothing and I have sent once again a email and still no response. Its more than 6 month into my contract still no bud. Samsung is a disgrace!