I'm sorry to hear your experiencing issues.
I appreciate that this is frustrating you. 😔
Did you buy direct from Samsung or was this purchased via a Network or Independent company may I ask ?
A person needs to claim a promotional item within eligibility dates that the offer starts and ends, and typically within 60 days of the purchase date.
This is one link from a previous similar offer > https://2021.samsungpromotions.claims/buds2prooffer/en-GB
Can you provide the link your using to create the claim.
Also sometimes when people have had issues using the eligible link then clearing their browser cookies and history can help along with using another browser and or going into incognito / Secret Mode can help.
When you rang Samsung what did they say and who have they passed you around to ?
This type of detailed information gives us a handle on what Samsung Support have done thus far.
You could also try getting some help by contacting the Promotions Team.
Samsung Promotional Team
Call us at 0333 016 4427
If you purchased via the Samsung Online Team they are contactable by....
Samsung Online Shop Team.
0330 726 7467
e : email@example.com
Obviously if your not Uk based then you may need to source the correct contact details yourself.
If you perform a forum search you'll find threads of a similar nature that may also hold some good advice.
I wish you all the best.
If I can be of any further help then please don't hesitate. Take care. 😎
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'm here to help. " This is the way. "