Still awaiting feedback on my incomplete order

Further to my previous posts, I am still awaiting feedback from a senior manager to contact me to resolve this issue. I ordered a contract online, the contract i ordered, included a free handset, the handset was not included in delivery (which took forever to reach me by the way). I have received little to nothing out of the agent her supervisors to date. I have a lot of emails going to them regarding this. It seems as though if the customer does not mention the deal comes with a free handset they do not supply you with one, yet you fill in a form stipulating the deal you interested in. And the deal clearly states there is a free handset included! Surely they should either inform you or just include the free items in your package for delivery???? Its not my job as the customer to inform the call centre agents whats on promotion! What are they getting paid for then? Or are you advertising deals falsely on your website? ????