Samsung wake up

Samsung and Hirsch's were running the Buy and Get campaign from October 2018 to December 2018. During this period, I bought a samsung oven and hob combo which satisfied the criteria for me to qualify for this promotion. On the 15 December I did step 1: which was to send the product code to the short code number. Step 2 I also did. I filled out all the details that were required on the online form (asked for photo of product code which was sent as well as photo of invoice) but for over a two months now I have been waiting for the SMS that will give me further details on how I can select the reward I want.

I have called the concierge twice. The first time they said that I had to take a photo of the box in which the oven and hob came in but when filling in the from on the cell phone it asked for a photo of the product code which I sent. I was then asked to e-mail photos to them of the code for the oven and hob, I also sent in photo of it installed at my house as well as a photo of the actual invoice. The second time I phoned about three weeks ago they said that they have received my e-mail but nothing has been done yet.

Can somebody who has the authority to assist and action.