PROMO IS A ****

myself and my wife upgraded our contracts to the Note 20 ultra on Saturday and we were told about the promo for a free UV sterilizer, we did the application on the same day and I received an sms on Monday saying that my application has been successfully and I can claim it and use the promo code given

the code given does not work and I am being asked to pay for it, I called the customer service and was promised this would be escalated but still nothing has been done, I have been on calls with them since Monday but I am still not getting any Joy out of this, my wife still has not even received the code for the voucher but they saying that hers has also been approved, today I asked to speak to manager the agent says that the manager is busy and they will call me back, its now been 3 hours and still nothing, why do you run promotions and not keep up to them especially when we buy flagship phones !!!!! if this is the service that I receive for a promotion I cant imagine whats going to happen if I have any issues with the phone