Terms and Conditions are not properly app****

The Samsung Buyandget voucher system is not effective. In 2018 I purchased a Samsung fridge worth R21000 and received a voucher of R7000. I then contacted the buyandget customer service team mid December to specify that I would like to take the Mr D option and then was sent an email on the 28 December with the Reward Registration Pin Code: D***. The same email requested that I fill in a form to process the registration.

On the 09 January 2019 the form was completed, ID copy was enclosed and scanned to BuyandGet.

On the 16 January I received an email that I must allow 7-10 working days for voucher/vouchers to be generated. The pin code was received on the 21 January 2019.

The terms and conditions that was on the form states that any unused balance remaining after one year of the issue of the reward registration pin code or by the 31 July 2030 (whichever is the former) but yet my access to the platform was deactivated on the 05 December which was the date that the fridge was purchased. So the balance of the vouchers were forfeited because my pin code was deactivated.

Based on when the pin code was issued which is the 21 January one year would be calculated to end on the 20 January 2020 and not the 05 December 2019.

In addition, when I sent the enquiry to buyandget on the 15 December Waseema Amlay send me an email that the voucher is expired. I then wrote back and told her that the customer service consultant told me that it expires in June 2020. On the 17 December I received a call from Waseema and she said that although I requested the query to be escalated she wanted me to know that the query will not be entertained further and the terms and conditions apply.

I proceeded to tell Waseema that the I would never allow the vouchers to expire and not use the vouchers. In addition, I told her that I had intentions of purchasing Samsung products for my new home but was now wary of the service and her response was that it is my choice if I don't want to buy Samsung products. Waseema is not customer centric and is not a brand ambassador for Samsung.

I am very appalled by the whole experience and should not have to be treated badly when these were the terms and conditions that was applicable when I purchased the fridge.

A very disappointing experience and I would like to be allowed to fully utilise the remaining vouchers.