Online phone contract

I bought a Huawei pura 80 on telkom which was on promo it comes with a gift. I have been calling Telkom from friday 7/11/2025 requesting a proof of payment so that I can claim the gift and no one is willing to help me, every consultant I ve reached they told me that 'your query has been escalated' now I don't know what to do. I can't use delivery invoice cause it doesn't have IMEI number. I bought the contract online, I feel like I have been misled to purchase this deal