As you've gone through a network for your device you'll need to have a word with them to ensure the claim procedure has been fully adhered to.
Check their claim T&C's and that you've sent the proof of purchase documentation that is sometimes needed with these types of offers @andrew2911
I wish you all the best with this situation.
🌈 Stay Safe & Stay Alert. 🌈
Daily Driver > Samsung Galaxy s²² Ultra 256Gb in Phantom Black.
The advice I offer is my own and does not represent Samsung’s position.
I have no affiliation with Samsung.