How Do You Activate A Giff Gaff Goody Bag?

recently i bought a giff gaff sim and bought a £10 top up voucher! I activated the sim and topped up successfully! I was supposed to get 250 free mins the same as my friends! after making calls I realised I was being charged for every call . my friend though was recieving his free mins and not being charged. I asked giff gaff and they emailed me back saying my goodybag was not activated? I dont understand this as I topped up and had £10 credit.

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