QUERY ON BILLING

I took out a new contract with Vodacom on the 24th June 2015. On the 25th June I called Vodacom to activate my BIS and i asked them if this would be taken off the R200.00 airtime that i would be receiving or if this would be over and above the charges. I was assured that bis would be taken off from the R200.00 and would not be an additional charge. I received my statement last month and immediately called Vodacom on 28 July 2015 and was told that they would have to listen to the recordings of my last conversation and come back to me. the reference number given was ***. To date, i have not heard form Vodacom and they have not responded to my email logged on to their website. When you take out a contract it takes less than half an hour for them to phone you but query an account and you never hear from them !!!! i would have cancelled cheque contract immediately if it was told that i could use the R200.00 airtime which I PAY FOR but I AM RESTRICTED ON HOW I USE IT !