Samsung Free 50" 4K UHD TV

What is going on with AT&T and Samsung.? I can't stand being ping-ponged back and forth between the companies. On November 30th, I started wireless service with AT&T. I screenshotted the offer just in case something like this happened. I even copied and pasted the offer details into a TXT file. I will paste the offer details below too. It's been almost 14 days and I'm about ready to go turn this phone back in. I've done my research and searched the forums and saw the trouble people had getting their TV back in 2016-2017. I didn't see their troubles until today though. AT&T tells me Samsung is the one that sends me to the code after they verify my eligibility. Samsung tells me since it's a promotion from AT&T, then it's their job to send me the code. Neither company seems to know what they're doing. As a former customer service agent of another company and now as someone who spot-checks other quality assurance analysts who score those recorded calls all the customers take part in with the representatives, I'm ashamed to see the level of customer service I've received.  I've spoken to over a dozen the past week. A few are great at expressing sympathy and empathy, but it appears none have the knowledge and expertise to truly own the call to put a customer's mind at ease.

I'm not here to go on and on about the lack of customer service though. I'm here about my TV. I started wireless service because I needed it, but also to provide a nice Christmas gift to my mother who is needing a new TV. If I can't get this resolved asap, I'm turning in my phone at the nearest AT&T store and canceling Friday within the 14 day window. I got a galaxy S9+ on the AT&T Next plan and it's a new account/new line because I transferred my number over from another carrier. AT&T swore up and down it would still count and be eligible because it's still considered a new line of service. Who do I contact exactly? What department? Do I email the attcustomercare email address? 

Here is the offer details and the screenshot of the offer: 

Get a Free Samsung Gift
when you buy an eligible Samsung Galaxy smartphone (up to $1,250) on AT&T NextSM w/ wireless (min. $50/mo. after discount).

Ends 11/30/18. Req’s new line. If svc cancelled, device balance due. Redeem one-time use code at samsung.com w/in 30 days of receipt. Shipping & taxes not included. $30 Activation and other terms apply.

How to redeem:

        1. To take advantage of this offer, you need to purchase a qualifying Samsung Galaxy smartphone on an AT&T Next or AT&T Next Every Year installment agreement with new service or add a line of service to your existing plan. Qualifying devices include:

• Samsung Galaxy Note9
• Samsung Galaxy S9 or Galaxy S9+
• Samsung Galaxy S8 Active

1. Watch your inbox! Within 14 days of purchase you will receive an email with instructions on how to redeem your offer.
2. Once you receive your email visit Samsung.comto redeem your gift. Please note taxes and shipping charges are not included in your promotional value.

Samsung Gift with Purchase Offer: Ends 11/30/18. Available only in the U.S. (excludes Puerto Rico and U.S.V.I.). Consumers only. Not an upgrade offer. Eligible Devices: New Samsung Galaxy S8 Active, Note 9, S9, or S9+ on 0% APR AT&T Next or AT&T Next Every Year installment agmt. If svc is cancelled, remaining installment agmt balance is due (up to $1,250). Tax on full retail price due at sale. Down payment may be req’d. See att.com/next for details. Req’d Wireless: Postpaid wireless voice & data service (min. $50/mo. for new svc with autopay and paperless bill discount. Pay $60/mo. until discount starts w/in 2 bills). Existing customers can add to eligible current plans which may be less.Eligibility: At time eligibility is checked (min 14 days after purchase), smartphone must still be on its AT&T Next agmt & acct must remain active. Promotion code: Value of promotion code varies based on date of purchase. After eligibility confirmed, one-time use promotion code delivered via email w/in 10 days. Promotion code expires 30 days after emailed & redeemable only online at samsung.com.  Valid for a single order up to the value of the gift. If total order amount is less than the value of the promotion code, you will not receive credit or cash back for unused portion. May not be combined with any other offer or promotion on samsung.com that requires the use of a promotion code. The promotion code may only be used to pay for the products being purchased, and may not be used to pay for sales tax or shipping charges. Samsung.com terms & conditions apply. Limit: 1 coupon per wireless account. Offer may not be combinable with select other offers, discounts, credits. Purchase & other limits & restr’s apply.

GEN. WIRELESS SVC: Subj. to Wireless Customer Agmt (att.com/wca). Credit approval required. Svcs not for resale. Deposit: May apply. Limits: Purch. & line limits apply. Prices may vary by location. Taxes, fees, monthly, other charges, usage, speed, coverage & other restr's apply per line. See att.com/additionalcharges for details on fees & charges. Promotions, terms & restr’s subject to change & may be modified or terminated at any time without notice. International and domestic off-net data may be at 2G speeds. AT&T service is subject to AT&T network management policies. See att.com/broadbandinfo for details.