False advertising

I upgraded my line on 26th May, phone delivered 28th May. The deal I took comes with free ear pods. To my surprise they were not included when phone was delivered. I immediately queried it on 28th and when I checked week later query was closed, no ear pods were sent. I sent another query spoke to Celeste who assisted with upgrade after being put from pillar to post who promised to investigate this till today no call was received from her. I sent another query via email still no feedback was received being told its still under investigation. I decided to send another query via Twitter dm on 11th June to date they also telling me that it's still being investigated. What exactly is being investigated for almost a month while the delivery slip shows exactly what was in the box. I now believe this was false advertising to attract customers. The call was recorded and Celeste confirmed what was included with deal and that was also on website. I want those earpods that were promised with the deal.