Telkom roaming

A Year ago I decided to change my service provider to Telkom on recommendation from neighbors regarding mobile signal strength. I recently travelled abroad a as a business owner i app**** for international roaming during my trip. I app**** for this service through te recommended channels and soon after received confirmation by mail the the service is active. On mu arrival in Spain there was no network. Fortunately my wife's phone was working fine as we requested the same through Vodacom. When I finally got to speak to the correct telkom department after 1 full week I had to learn that my contract does not allow for roaming. I like to understand how Telkom can grant roaming when the contract does not have this facility. How does this happen at the roaming department, do they not check contracts before granting roaming????????