contract

I upgraded in September 2014 and I was told that my package is old I have to take a new package which was fine with me.It was a 25 min package so I asked if that airtime is done can i then top up I was told yes.In November I realised that I'm being billed when I queried about the fact that I wasn't aware that it was an open line I was told all customers get a 15000 open line.So I requested the recording of my contract I was told they can't find it.But with all calls the person says all calls are recorded. I want to know is that possible the recording must be somewhere.