still waitng for my hotel booking

I bought a qualifying samsung product in November, after a long struggle with my entry missing and all that jazz, a certain lady assisted me and I received the pin.. I then phoned the call centre to claim and I was sent the booking form which I filled and sent back in January.. Till today no bookingh confirmation, I phoned the call centre several times, the last time I Phoned was on Monday and the lady made hold and disappeared and after about 20 mins I put the phone down and wrote the email, till today there is no response.. Was this some kind of a **** or what?