Samsung Members Voucher

Purchased a Sansung S10 on 24/01 which came with a R500 accessory voucher before 31/01. Voucher was meant to show up on the Members App, it never did. I figured it would surface at some point so gave it some time. Got onto Samsung chat on 14/02 when a case was opened. Received a call from Senior Escalations Gent by the name of Phumza on 18/02. Extremely rude and arrogant lady. Says my voucher cannot be issued as it is too late. I advised it was never there and the fact that Samsung should honor the offer as device was purchased within time frame. I asked to escalate to someone senior, was told she is the highest authority and I must take it to the Ombudsman. Phumza is extremely rude, arrogant and has no people s****s whatsoever and raised her voice at me constantly. She needs to be removed from a customer service role.