@saz78: Sorry to hear of your frustration. Please can you confirm which phone you have, along with when and where it was purchased, and I will look into this further for you. In the meantime, can you confirm if you were able to submit a claim via the Members app on your new device?
@saz78: What happened when you initially attempted to submit your claim? Valid claims must be made within 30 days of the purchase date, however you may wish to reach out to the Promotions Team at firstname.lastname@example.org to see if they're able to assist you further.