NO ANSWER...IGNORING CUSTOMER REQUESTS

I recently ordered an iPhone 6 32gig gold. According to the attached the phone was supposed to come with a Beats EP Headset. I received the mobile today however the earphones where not in the box. I contacted the online store today and I was told to please email **********

Since this request I have sent numerous other request to assist me IN CANCELLING AND RETUIRNING THE PHONE..... Tracy/Kendell/Tracey are just some of the people who have I have spoken to...all have asked me my details such as collection details address. The last person I corresponded with id Kendell and she explain that she would put a request through to back office but the were currently on leave that was on the 08.01.19. That was a week ago. When I check on them again its says the case is closed?!?!?!?! How is this possible...I DONT WANT THIS PHONE...IT IS SEALED. I have tried since 12 Dec 18 to get someone to collect it. That is 1 month. What TERRIBLE SERVICE DELIVERY!!!!