Unprofessional call center - provides deceptive feedback.

Very poor service from the Samsung call center, deceptive marketing on the S21 free buds promo. I took out an S21 on contract before the promo end date. My claim for the free samsung buds was rejected since as I the proof I had of my contract date (With MTN) was not sufficient. My query was escalated to LINDA - a supervisor at the call center. She promised to respond to my complaint in writing the same day , with a contact for the OMBUD to escalate my query to. 1 week later I called back for my written response , I was told it was completed but not sent and will be done so. 3 weeks have passed with numerous phone calls. I keep getting misleading and deceptive responses from LINDA and her team. Absolutely unprofessional!!