Annoying failure to provide free SIM card with $100 top-up | Reviews | Consumer forum

My mother got a new Android phone, and found that she needed a new micro-SIM card for it. She saw the "free SIM with $100 top-up offer", so she went down to her local 7-11 where she buys Speakout top-ups and asked for it. They told her that they don't offer the free SIM card with in-store purchases (lie!).
Then she went online with Speakout and clicked on the offer, followed the steps and paid for her $100 top-up. But nothing was mentioned about the SIM card. She called Speakout 3 times ("We are experiencing unusual call volumes"), and finally waited half an hour on the phone to talk to an agent. The agent basically told her "too bad, so sad".
I called Speakout on her behalf. Finally spoke to an agent, who told me to call the shipping department at another number. They of course don't answer their phone. Called back and spoke to another agent, who basically said "yada yada can't send the free SIM card now separate from the order for tax reasons".
So, a total screwup by Speakout, and Customer Service good for nothing but a runaround. I'm a Speakout customer too, and this has pissed me off. I'll fix it for my mother, but Speakout isn't winning any loyal customers with this type of lame service.