TFG Online orders

More than 2 weeks ago I bought a PS5 bundle online at TFG. The PS5 was delivered to @home store near me. When I unpackaged the PS5 bundle I realized that one of the remotes that come with the bundle I purchased was not in the package. I immediately contacted TFG online shopping and they gave me a Ticket number. After calling and emailing them every second day, still no feedback nor the remote. According to the call center they are still investigating this. I FULLY PAID for these items and still they have not sent me all my items. Why should I wait more then 2 weeks for feedback and who knows how long for the item to be send to me. I am escalating situation.