Telkom Mobile's Useless Service

I upgraded my grandmother's Telkom Mobile contract online in September and part of the contract was that I can claim the Samsung galaxy buds for her from the Samsung members app. When the device was delivered there was no prove of purchase delivered with the package. The prove of purchase is required to claim the Samsung buds.

I went to al Telkom mobile shop to ask for the prove of purchase but the answer was that I upgraded online so they can't give me the prove of purchase.

Eventually someone sent an email to the online service to request my proof of purchase on the 13th of October and I still haven't received it.

Now they tell me I must call the call center and follow up myself but it is only answering machines.... there is no one to talk to............

Telkom Mobile's service is absolutely useless.