Mediocre service from Samsung buy and get!

December 2019 I bought a fridge at Game and for that purchase I got a voucher worth R4000. I then followed all the steps I was told to to claim this voucher and I picked the 2 night stay for 2 at a Protea Hotel. Since January this year until beginning of lockdown I've been calling Samsung buy and get and they are of no assistance as I want to redeem this reward!! Last week I called the hotel as I struggled to book online, because I got an error saying I am voucher isn't valid for the selected dates (this expires next year January and by the way I tried multiple dates) and they referred me to Samsung. I called Samsung and they gave me alternatives. I filled a form online, I sent an email, but still no response whatsoever!! This is upsetting and so pathetic from such a reputable company. Sies!