Samsung S21 promo is a ****!!!!!!

I am very disappointed with the service I have received from Samsung, I'm a loyal and long standing customer who support and praise your products, I purchased a S21 Ultra on the 28th of January 2021, I immediately redeemed the promo which was for Galaxy Buds Pro and tag. I was informed that it wasn't approved due to the imei not matching and was told to send a picture of the proof of purchase along with a screen shot of the imei which I did immediately, I received no response after a few days again. It's now been 2 months and I tried contacting them again and now received another mail saying the IMEI numbers don't match, which is not the case. I'm, now extremely frustrated.