Extremely frustrated customer upgrades

I upgraded my contracts with Telkom not to long ago when a consultant contacted me and had to call me back because he was uncertain whether he was allowed to upgrade 2 contracts on one call and had to call his manager. I made sure to confirm that I would be contacted if there were no stock of the full products that I was wanting as I wanted a cellphone and bluetooth headset combo for both upgrades. I received my delivery a few days later only to discover that the cellphone handsets were only in the package and not the full combo including the bluetooth headsets. I called only to be told that the consultant would not be able to do anything as I am through to the incorrect department and would need to send and email to the upgrades department to ensure that the correct department gets my query. I received a response then saying they will need to extract the recording of the call and will get back to me however I am yet to receive the said feedback. I have since emailed and called again and in the second last call the consultant gave me his email address so that I can send him the email trail and he could escalate me query however my email was undelivered. In my last call I received the consultant told me he is once again going to escalate, this is his protocol he cannot do anything else as its the first time coming through to him. Knowing that he is not the only one answering the phone he had the nerve to give me that story. That was enough to push my beyond frustrated. My point of taking those cellphones was because of the bluetooth headsets they would come with only for him to tell me that I confirmed the deal without these. I need someone to respond to me asap with a proper resolution.