Bad customer service

I did an upgrade with vodacom and received my phone 27 Feb 2019 Huawei P20 lite. The package was suppose to be Device P20 lite + BlueTooth earphone + top-dog voucher

and I only received the Device P20 Lite. I called upgrade department and they told me most upgrade for P20 Lite had warehouse issues they didnt pack everything promised to the customer, The consultant said she will send an email and i will be called for delivery that was on the 28 Feb, the Top dog voucher was send few days after, but the hear phones never recived the call.

Today called vodacom to followup the consultant today was unhelpful she said i should send an email to the department that deals with the warehouse issues,.

why didnt the first consultant say that on the 28 Feb, and this one says she cant help cause a customer should call that department and log the request,

This is wrong i am the customer who did an upgrade now the upgrade package was not fullfilled by vodacom, why now am the one calling waiting for an hour to be help and when finaly someone answer they say they cant help i need to send an email to people i never knew they existed.

Vodacom bad customer service, I need someone from Vodacom to attend to this request, we spend lot of time waiting for service then u are told they cant help