Giving Unnecessary Runarounds

I took up a contract with them and the package included an accessory. They shipped my device without the accessory inside. When i query this, I get sent from one department to another, and every department keeps giving the same "we've escalated your query" but there doesn't seem to be any escalations. They also refuse to provide a reference number for my query, so follow ups are close to impossible! They've provided absolutely the worst service this time!