MTN and Samsung - ********* Partnership

I upgraded my contract at the end of September, The upgrade included a phone that came with a set of Samsung earbuds. Instead of MTN suppling them to me they fobbed me off onto Samsung who to date have not supp**** them to me despite numerous calls and statements of escalations. even a hellopeter report does not seem to have helped as it appears they have an automated response that reacts to any mention of Samsung.