Not getting free airtime as per agreement

I have a prepaid per second contract. One of the first prepaid sims that Telkom offered whereby for every 3 minutes there is 1 minute accumulating. From +- 17th October 2017 this service has stopped working. I have logged the case with Telkom (Ref: ********** 5) on 18th October 2017. The call center was not aware whether this service has been cancelled or if something is wrong. When following up on the case today I was told that 7 - 9 working days has not yet passed and Telkom cannot work on. This is not acceptable as this was a benefit and now all of the sudden removed without notification. Please resolve/provide feedback ASAP.