Failed to give service failed to give back money

I renewed my contract with 8ta and from September I've been on it. I called to ask if I would get my free 8ta to 8ta callsim for the first 12 months and I was told I would. I made a call on 11 September '15 to an 8ta number and got charged for the call. I called in the same day and was told the admin team would check it out and give feedback in 72 hours. I heard nothing after 72 hours then called and was told its 72 WORKING hours. I left it and waited but no communication at all. Monday I called and I was informed it takes 14 days for that type of query. I can't explain how upsetting this is. It's a basic thing. I think this is breaking the contract. The lack of communication and urgency is horrible.