IS IT SO DIFFICULT TO ANSWER CUSTOMER COMPLAINTS

I confirm my previous problem regarding the purchase of a SAMSUNG 7 EDGE on launch day and the confirmation of the SAMSUNG ALWAYS ON 1GB FOR 12 MONTHS ON PURCHASE which was loaded and never activated as she herself did not know SAMSUNG SA had not renewed the contract. I have asked above-mentioned representative 7 times by mail for the customer care or marketing manager at SAMSUNG Mobile SA but he has not responded to one of my mails regarding this information. After 2 weeks ALWAYS on informed me that the contract was not renewed. He denies any responsibility and has basically told me its my problem. I would like to take this up with management. My question is are all prospective purchasers of this product informed of the non-renewal ??? Maybe a I Phone was a better proposition