Samsung South Africa not honouring Reward/Gift after Phone bought

Bought a Samsung S24FE during promotion period and as per advertised on website should received a promotion reward/gift. This was not honoured as promised by Samsung. Initially Samsung advised to wait 2 weeks then it will be loaded on Rewards mobile app but still this not happened. Samsung even remote desktop connected to my phone to check this and confirmed that something is wrong as it does not appear on the app, they advised I should call the Rewards contact centre and gave me 4 numbers. This was pointless as every week I tried calling over December and January with no answer, thinking they probably not answering over festive season period. After no success trying to reach them I resorted to Samsung Online Chat where they did give some response but for 3 weeks they advised someone will call me, even advising the same day someone should call, this never happened and another week later.