New Telkom LTE bundle - (Day one) Missing power bank for router package

My brother has had Telkom LTE packages from Telkom forever. It works well and he recently bumped up to 120GB total (60GB Day 60GB night).

He's also just moved out of the house and took it with him, so my sister and I needed to get our own internet package. Sure, we eventually made time and got to Telkom in Kenilworth Centre yesterday (Saturday 28-04-2018).

We received great service from Shenaaz who made sure we understood everything before committing to signatures, and we left the store with the 80GB LTE package (40GB day and night respectively), smiling from ear to ear.

A great feature Shenaaz reminded us of, was the power bank that comes with the router for you to use it on the go. We even joked about driving after each other to stay within WI-FI signal range, having a great laugh. Unfortunately when I unpackaged it at home, everything besides the power bank was included in the router box. (Model number: B315s-936)

Since my sister was still at the shopping centre, I called her and she returned to the store, which was now closed for the business day, but the staff were still inside. She spoke to Shenaaz who confirmed that it should be in the box, underneath everything. (It wasn't)

So my sister returned to the store with my brother today; the router in tow. Shenaaz's story had now changed to something along the lines of "not every box is guaranteed to have a power bank". Does this then make it a lucky packet prize? *******, consistency means that it should be included. My brother received the exact model with a power bank included.

Now, I understand that the store has a no return policy on their routers the moment you take it, Shenaaz was very clear about this, however, if there's anything wrong with the package, you can return it within 7 days. I'm sure her story changed as a result of not being able to take back a unit that had already been opened, but this isn't Schrodingers box. The power bank cannot both be in the box and not in the box until opened.

What would it cost Telkom to honour one such agreement where there was a missing piece. It would appear that Telkom repackages these units before handing them to customers anyway, as some units are said to have Telkom pamphlets inside them. Unless the supplier really loves Telkom and has an agreement to supply some packages with pamphlets/ brochures/ flyers or not.

Long story short, I want the power bank that I was looking forward to which I was told would be part of my package.