Get a Galaxy S20 FE and receive a complimentary pair of Galaxy Buds+ and a powerbank

Hi Samsung,

I purchased a Samsung S20FE after receiving an email which promoted the following "Get a Galaxy S20 FE and receive a complimentary pair of Galaxy Buds+ and a powerbank''

After completing the form on the Samsung Members app as per instructions - I received a conformation on the 27th of January. I even called the Call Centre to follow and they asked me to send an email to *** and also have received nothing but poor service with no reply to my follow up.

How can a brand like Samsung be poor at giving feedback to their own processes?