Not honoring my stay connected

[dan90-11]

I bought a S10 Plus on an ultimate plan for $199 a month in March. It had stay connected included free in the plan. It had stay connected in my contract. It says stay connected on my bill every month. I have cracked my phone screen. When I called up Telstra to get a replacement phone they said they can see that I have stay connected but I never added it. So I am not eligible to get a replacement phone because I never called them within 30 days to activate it. When I was buying the phone through the 24 7 chat I specifically asked the guy I was buying it from will I need to do anything about stay connected after this and he said no. So none of this is my fault but yet they say they can't do anything about it and they are screwing me over.

[ProfessorPhone]

Hello, it sounds like you have a reason to lodge a complaint with Telstra.

Below is a link 

https://say.telstra.com.au/customer/general/forms/Email-Complaint

Hope you can resolve this