Samsung promotion - worst experience getting a 'reward'

We bought a fridge through Samsung - the promotion included a voucher towards a holiday at a Protea Hotel in South Africa. We started applying for this FREE hotel stay in February - spoken to Craig and Andy and STILL nothing has happened. The voucher expires in September 2016 and we are losing hope. This has been by far the worst experience I've ever had - stressful and extremely upsetting, hours spent in total on the phone, numerous emails - and STILL NOTHING!! I am beyond unhappy about this whole experience. A reward when buying a product shouldn't be this difficult to get.