Samsung Buy and Get complete ****

We purchased a Samsung Note 20 ultra 5g in November 2020 and were told we will receive a R1000 voucher from Samsung due to the purchase, however we had to return the device as it had a fault. When we received the new device, we registered to receive the voucher and received an email that requested a screenshot of the IMEI on the device as "it did not match". A consultant then contacted us and we advised him of the issue and he again also requested the screenshot of the IMEI on the device which was sent multiple times but we never received the voucher or further feedback. Approximately 6 weeks ago, I called Buy and get and was advised that the slip should have been updated with the new IMEI number and because I was not advised of this, i can no longer receive the R1000 voucher. I then spoke to Ithumeleng who was supposed to be the manager who advised that he will investigate as to why/if this was not communicated with me and provide feedback. Another consultantant then calls back and asks what the issue is regarding only to provide no further feedback. Since then, Ithumeleng and nobody else has attempted to resolve this or provide any type of feedback.