Rejected preoder device!!!

I recently upgraded my contract from vodacom and received an S21 ultra, as soon as I got the phone I tried claiming the preoder benefits and was told I needed to submit a proof of purchase. Now this being an upgrade to a contract I already have I did not have any documents, this could also be due to me ordering the phone online so I won't know the process at the actual store. I phoned vodacom and was told the best they could do was a document showing I have upgraded my contract as there was no proof of purchase on my profile...after submitting this document and getting a reply almost 2 weeks later that this was rejected and I should submit the forms again I phoned vodacom and was sent an email stating that this was a proof of purchase which I submitted again to the relevant address...now 1 week letter I'm told it's rejected again with the email not even stating what I should do now. Can I not receive my preoder bonus? Is it my fault that my service provider can only give me these documents...and I'd be livid if other vodacom customers are receiving there gifts ....I've been a long time samsung user and this makes me regret purchasing this device.