Telkom is Absolutely Useless!!!

I app**** online for the FreeMe6GB Samsung S21 Ultra at Telkom in the first week of November 2021. According to the deal, I would received a free Samsung cover and S Pen. I received a call from an agent who took down all the necessary details including my bank details. After numerous attempts to contact Telkom to follow up on this, I am still without my phone. I received an SMS on 01 December 2021 from Telkom stating the shipment is with the Courier with a reference number ***A. After contacting the courier on 09 December 2021, they state the reference cannot be located. I have tried multiple times to get ahold of someone at Telkom who can assist but they all transfer me to another department who cannot assist and eventually someone puts down the phone.

I want this resolved immediately. How can I pay for a service that has not been provided. Their customer care is absolutely *******!