Samsung False Trade in advertising

In response to a trade in offer Samsung advertised on national TV i I purchased an S21 ultra . When i tried to redeem the trade in the Samsung online system did not allow me to complete and submit with an error saying my new S21 has an invalid Imei number. I Contacted the call centre and logged the error .On the 26/02 i contacted The callcentre agent Kirsten Olifant took my details and asked me the screen shot my imei number and email it to her and that she will get back to me . She has never resolved my query and when i call the callcentre i cannot get hold of her and the other agents tell me that she will call me but she doesnt . Samsung is using false advertising to get people to purchase . I have even asked for assistance on the Facebook they asked me to send a DM but no 1 has assisted me .