TERRIBLE CUSTOMER CARE AND COMPLAINTS

I ordered a laptop deal last year on contract and i never received my bluetooth earphones when the package was delivered. i emailed MTN , got some feedback that they were checking and i had to send some documents through, and when i follow up i dont even get an acknowledgement. what kind of service is this???? its almost a year and i still haven't got an explanation or a means to resolve my issue. I mean its just bluetooth speakers which i pay for as part of my deal. Will it be okay if i pay them less each month to compensate? then they will be calling me non stop!! come one, i just want my blue tooth ear phones.