contract phone order half fulfilled

I app**** for a contract phone online. things were great, because they were quick to respond, deduct and within the 2 weeks the phone was delivered. however, the phone didn't come with the extras it was suppose to have as advertised. so its been a few days of emails, and now calls. being sent pillar to post with sales 10213 and Telkom mobile 081180 and they each say the other party is responsible. I have 5 calls to each side. now I decided to go back online to chat to an agent twice, and they referred me to 10213 which i again called while online. the situation never changed. The last lady on the chat eventually said, she cannot help me with contracts app**** online. no one knows who is to help me. and now i am left with no option but to return the phone tomorrow. because this order was half fulfilled. I am querying the companies integrity in knowing their scope of practice as individuals. I am querying the companies integrity in checking that online customers get the full service they could have got in a store (which we try to avoid because of the pandemic) I just feel demotivated and annoyed because, i am the customer, sent pillar to post and no one is accepting responsibility. have you ever someone walk 13 floors of a hospital all day, pillar to post for some help and nobody seems to want to help, or know who is to help you, in the meantime you are in pain?, that's how frustrated I feel. is it a curse given because i chose the online route?? I don't know. but I am disappointed.