Lack of values and integrity from such a big organization

I was encouraged to refer a friend and I would receive two premiums free off my account. That has not been the case. I called to enquire about this and the response I got was that I had to call in first and inform the finance department that I would like to apply the 'benefit'. That was done but my account was debited. Further more, I was double debited earlier this year and I had to dispute the debit with my bank which incurred charges. Why share false information with clients just so that you can get you referrals? This has been the worse service experience ever.