Samsung earbuds never received

I bought a samsung s20 ultra on the 18th march 2020 my contract says i will receive earbuds my claim was sent in on the 19th march i received an email saying my claim has been received and my order number,on the 6th april i got an sms from samsung saying my buds has been given to the courier company i waited and waited nothing i emailed samsung and they rep**** tht there is a backlog in deliveries ok so i waited ive sent numerous emails with no reply today 3 September i phoned now they are saying the claim has been rejected cause my time ran out but i did receive all the paperwork to say tht they did receive my claim and the courier company has the orders i feel its unfair my claim was processed the right way and i have my proof saying tht my claim was thru ive been a samsung customer for years and now this problem never thought tht this is how samsung treats loyal customers