Falsely Marketed package deal!

I entered a contract with Telkom in October 2024. At the time I accepted the agreement, I was under the impression that I will be receiving the phone together with the free Galaxy FIT3 and galaxy buds as advertised on the attached brochure however to my surprise this did not take place. Upon accepting the contract, I was advised that the 2 gadgets will follow a few weeks after my purchase. The Telkom agent assisted me with submitting the claim to Samsung as per trail. My work demands together with my personal life does not offer me the privilege to free time and for that reason for the longest time I never had an opportunity to follow up on the outstanding gadgets. Upon realising that these gadgets were not coming I tried to walk into the Telkom outlet yet again in the Ballito branch. I interacted with a different agent from the one that initially signed up the contract with. After hearing my query, this agent accessed my mailbox to show me the email from Samsung with their contact details further to that she advised that I should follow up with Samsung as Telkom does not get involved on post sales matters relating to package deals. I must say I was gobsmacked by this response as Telkom is the one that probed me to take up their deal and had been the people I dealt with signing up the contract however I kept my cool as I was with the kids and did not want them to see me getting into a conflict situation. This agent also advised that I should not use the WhatsApp line when interacting with Samsung as the messages get undelivered/ customer do not get feedback. Taking the advice from Telkom I then opted to call the number of which every time I called there will be no one picking up the line until I gave up and opted to send an email and yet again there was no response from the email sent on the 18th of December 2024. Today on the 7th of January 2025 I called again at least this time I had the privilege of being at home as I am on leave from work, I waited on the line for almost an hour with the phone ringing and no one picking and eventually after 54 minutes Veronica an agent from Samsung picked up the line (see attached proof titled Samsung call). To another surprise, Veronica advised me that my claim had been rejected on the 19th November 2024 as I did not submit a clear copy of proof of purchase as per the so-called email sent on my mailbox on the 18th of October 2024. Firstly, I had never submitted any proof of purchase to Samsung if there was any submitted it would have been done by the Telkom agent assisting me at the time of signing up the Telkom contract. I requested to be referred to someone with higher mandate however I was told outright that the manager will give me the same response. I refused to accept that response and eventually got referred to Kate (Veronica’s supervisor) who sang the same tune and advised that I was suppose to read their terms and conditions when I signed with Telkom, God knows from where as the attached brochure does not speak of any T&C’s from Samsung and neither does their email confirming receipt of my claim. I refuse to accept poor service be it either from Samsung or Telkom as it is becoming unclear now on the relation between Samsung and Telkom on the package deals. Both interactions with Veronica and Kate did not bear any resolution or apologies from Samsungs appalling service I requested for Kate’s manager’s email address. I have opted to address the matter with Telkom prior to sending Kate’s manager an e-mail and with this I am hoping that Telkom can step in and resolve as I am ultimately your client. Telkom and Samsung should be aware that if my claim is rejected, I am going to cancel my contract with immediate effect and return the Samsung A35 that came with the contract subsequently submit this complaint to CPA as the brochure for this deal would have been a mis presentation to me as a client and deemed as false marketing. I have already rejected Telkom’s debit order for this month due to the unpleasant experience I have received thus far. Bear in mind this is not my first incident with Telkom where I receive appalling service as well, there is a matter which I have to date pending due to no response for a data contract that I was advised I accepted in October 2023 with telemarketers. I will not seat back this time as these matters keep on arising.