Vodacom's inability to understand customer service

Where should I start with my latest ****-poor experience at the hands of Vodacom and their idea of customer service? At the the beginning, I guess...

In August of 2017, I exercised the option of upgrading my Vodacom contract. They had a great deal available which offered a Sony phone, Sony headphones and a Sony PS4. I went with that deal. Little did I know the wait that was about to happen.. Numerous tweets and attempted phone calls later, at least two months of waiting, and the PS4 was collected. Headphones? Nay. That is a voucher that needs to be redeemed with Sony. At no point was I made aware of this. I was not 'awarded' at voucher by Vodacom and no one in the Vodacom store that was attempting to service me knew how to redeem said 'voucher'.

At what point are they in breach of contract as I am about to pay for the second month and so-called service yet still awaiting the delivery of my headphones?

Tweets took an average of 24hrs to be responded too and the when phoned, I was made to feel like I am being a nuisance.

If there was a better network to switch to, I would have.