Faulty accessories

I app**** for a cellphone contract that promised to come with a Power bank but when I got it the power bank was not compatible to my phone and was faulty on the charging port. When I called I got the worst experience. The call center agents were rude and was told accessories are not guaranteed. I searched on the terms and conditions and I couldn't anything about accessories. I canceled the contract it was blocked last week on the 25 Aug today is the 03 September and the phone is still not collected. The contract number was activated on the weekend and no one can explain to me why. I requested a copy of the terms and conditions still no luck on that.