False promotional campaign

I bought the Samsung A36 5G phone on contract from MTN on the 09/12/2025 under the promotion of receiving the Buds for free worth R999. I followed the instructions to register on the Samsung app and claim the free promotional buds from there. Received an email a few days later informing me that my claim was unsuccessful and was given another link to claim the free promotional Buds. I followed the procedure, received a reference number and a few days later received an email again stating that my claim was unsuccessful and must claim on the first promotion. I was unable to register again because the IMEI number was already used. I send an email to the email provided and still no word from them