Lack of communication

I've been with Cell C for over a year, and have had no problem till now. I took out another contract, of which my phone had to go in for repairs after 3 days of getting it. 4 days later I phoned to check up on process, and they told me I could come collect my new phone. So 1st of all, they didn't phone me.. I PHONED them. Now I tried to call my insurance but I cant seem to call out, I NOW only find out that I cannot use MY airtime that I PAY for, for calls like this due to my contract . This is unacceptable!!!!! This was NEVER explained to me. Everyone is too quick to make a sale but never bother to tell you what you're really signing up for!! FIX it!!!!