Contract phone purchase without earphones

I bought a contract phone at telkom express woodmead this year during may. Huawei nova 9a,the phone did not have the wireless ear phones at the time of purchase and i was promised that i will get them. They managed to get them after 3 months but i haven't received them yet. I did make follow ups and i was told to come to the store to pick them up while i have notified them that i work in a different province now. I asked them to ship or courier them to the nearest telkom store so that i can collect them and they declined. I asked them to courier them to me and they still declined. I did travel to woodmead on Friday the 9th of December 2022 and the person who was assisting me was not on duty and the paper work is with him. What must one do in this situation? I am paying the contract monthly. Telkom is failing me. I have waited patiently.