Complaint not resolved after 2 months and 6 visits to branch

I did an Upgrade 20 February 2021 at the Hillcrest Branch 9006 on a big deal Huawei P Smart 2021 on Free me 800 package. Order *** It was supposed to come with free Huawei cordless headphones. I didnt check the package and only later when I sent it to my daughter realized that there was no earphones and no sim card in the package. I have been paying for a contract the last 2 months that I cant use. I have been back to the branch 6 times. Their excuse is agent pillaa18 used the incorrect promo code and they will fix it. I keep getting new case numbers and then a message case resolved then go back to the branch and nothing is sorted so yet another new case number is created. How long does it take to go to the store room and fetch me a set of earphones and sim card?