Telkom false advertising!!!

I ordered a Samsung note 9 which comes with a welcome pack. The day I got the product it came without the welcome pack so I called several times enquiring about it with 3 different people and they all reassured me that I should get it either via post or I shall get a call from wherever it has been escalated to within 48hrs but to no avail. I’ve also sent an email and to this day NO REPLY. What gives?!