iStore Card being charged a R35 monthly fee although the first 12 months should be waived

I am being charged the R35 monthly fee although the website clearly state the following:

What costs are associated with the the iStore Card? The standard monthly fee is R35. The monthly service fees will be waived for the first year on all newly opened accounts, provided that the account is paid up and in order.

No one is willing to help and am being told we should pay the monthly fee if we like it or not.