Worst after sales service

I recently took out a new contract with Vodacom. I processed the order online as the service offers you overnight delivery and free sim card and activation. My first issue is that the new sim card took one week to get activated despite me making several calls to the activations department. Over a period off 3 days I was placed on hold for the mentioned department for a total of 4 hours. Eventually the sim card was activated. I was then sent a sms stating that my account will be debited with the R296. I called the customer care centre to query this amount as my subscription is R199pm and the sim card and activation was free. One customer care agent informed me that I should not be charged an extra R97 to bill as the sim card is free. A second consultant then said that I will be charged R97. How is this possible that Vodacom's own staff do not know the charges applicable. On the Vodacom website it clearly states that there is free sim card and activation. I was then referred to the after sales department who were going to request for a credit of R97 to my bill. I expected this to be in order, however my account was debited with R296 on the 24/03/2015 instead of R199. I am appalled.