Ongoing query since February

I have purchased the Samsung Galaxy S21 Ultra in October last year and I have submitted a claim for the promotion of the free cover and s pen. I have been calling the promotions call centre since submitting the claim and I keep getting cut off. The agents told me that the Promotion has ended at the end of Feb already. I have submitted my claim on 5 February 2022. I did receive a claim number and I was asked to submit proof of purchase, which I did. I did submit a claim within the promotion period. I have attached proof of submitting and communication. They keep responding to my emails stating that they have escalated it and it's being investigated etc. Samsung is such a big company but they treat their customers as if we are buying from a tuck shop. Can this issue please be resolved as a matter of urgency as this has been going on for months now.

Regards, Mithasha