Huawei PSmart 2019 free screen promotion

I purchased a Huawei PSmart in March 2019. I was informed that if I register the phone with Huawei I could stand a chance to obtain a screen replacement. I duelly did all tbe necessary documentation and was sent a sms confirming that I was approved and eligible to receive a screen repair/replacement. Included in the sms was aa comment 'a email with all the details has been sent to my email address' Now starts the issue. I have never received this email and when I try and explain this to the 'enquires telephone operator' it goes NOWHERE. I have broken my screen and now cannot get in touch with ANYBODY from Huawei who can help me claim this benefit.