What the hell?

I purchased an Amazon tablet for my daughter 6 December 2018 and the tablet stopped charging properly at the beginning of November 2019. Takelot collected it and said they would assess it. I then got an email to say an item was missing, a South African adapter and that they could not return it without it. The item in question, as per the website and advert did not include a South African adapter. I was then told they cannot do the return or assessment because I should have let them know when i first bout the item that the said adapter was missing. The item in question was NOT MISSING because it is NOT SOLD with the said adapter. I then sent numerous emails and facebook messages, along with pictures etc explaining that nothing was missing when I received the item because the South Adapter is not part of the product it is a separate item that is not sold with the tablet. They are insisting I never let them know the item was missing but how can I let you know an item is missing is the item in question is not part of the product.? I want someone senior to call me ASAP or I am taking this matter further because this is ludicrous.