Samsung promotion incompetence

My wife and mother in law upgraded on the same day and I submitted the same documents to claim the promo earbuds. My wife received hers but the validation keeps failing on my mother in law's. Upon following up I was informed that the validation is done at the discretion of the call centre and that we need to go back to Vodacom, even though both document sets are identical. The call centre manager spoke to me in a very condescending tone and upon asking for an escalation I was told that her manager runs 3 campaigns so might be too busy to get back to me. I need to upgrade my device as well, and it might be time to finally switch to Apple because I don't want to repeat this circus.