Samsung / Ison experiences – Unable to Claim Galaxy A-Series Complimentary Buds

I upgraded two Vodacom cell numbers to Samsung Galaxy A26 devices. The phones are for my children, which is important context.

Samsung ran a promotion offering complimentary Galaxy Buds on the Galaxy A26, A36 and A56. I attempted to claim the promotion but the Samsung Members banner required to submit the claim does not appear.

Because the phones belong to my children, I do not have access to the Samsung Members banner on my own device, which makes the normal claim process impossible.

I contacted Samsung Promotions / iSON Xperiences via email and phone. Despite supplying:

Invoices

IMEI numbers

Detailed explanations

I keep being asked for additional screenshots, what device I’m using, and other repetitive information, instead of the claim simply being processed manually or escalated properly.

This has resulted in unnecessary back-and-forth with no resolution, even though Samsung has all the information needed to validate the devices and the promotion eligibility.

For a major brand like Samsung, this process is overly rigid, poorly thought out, and customer-unfriendly, especially when devices are legitimately purchased but used by children.

I am still waiting for:

A manual claim submission, or

A clear, workable alternative to the Samsung Members banner

At this point, the experience feels like being pushed from one response to another without anyone taking ownership of the problem.

Disappointing service for what should be a straightforward promotional claim.