Samsung Welcome Pack-Empty promises!

I recently purchased the Samsung Galaxy note 9 and was told to submit my details on the system in order to claim the welcome pack. Firstly i upgraded my phone on October 7th and at that time most stores were still advertising the welcome pack as a gift. Secondly i received a sms and email on 7 Oct confirming the welcome pack was dispatched. On 18 Oct i contact Samsung Live Chat and am told to call Celcom. Celcom then states that i dont qualify because the promo ended on the 6th. I was not made aware of this first and foremost. I was sent confirmation of the dispatch. If this promo ended why were my details still accepted. Furthemore i am told by Celcom that they will only know at month end if i will qualify for this pack as this is when the get stock. On top of this, i am told that i must contact the store and add my name to a list of customers that are facing this same dilemma. Even more frustrating is that Celcom doesnt have this list nor do they deal with it and i must then contact Samsung. This utter confusion has left me wondering if these companies are even talking to each other and if they know what it happening. This has left, me the customer, with absolutely bad customer service. No communication from anyone regarding this welcome. Atleast have the courtesy to say to me that i dont qualify, but dont mislead me by sending me confirmation of dispatch and then never contacting me regarding this. Based on this i believe i deserve this welcome pack, purely because of the hassle i had to go through contacting people to find out about this and the fact that no one has communicated with me since i received the confirmation. I have been a customer of Samsung for the last 15 years and this is the first time i have received service like this!