1) Usually, sometimes you need to pay for it. Whenever I pay for it I call in and get a credit for it.
2) The answer is positively, absolutely, without a doubt, maybe. Calling into Rogers tech support is a gamble at the best of times. If you say SMTP to the wrong tech you may cause their head to implode on the complexity of the statement. Will most try and help you? Sure. Will they be helpful? Probably not.
When you go to the store & get the sim card, you will need to pay for it. Call Rogers & Speak to customer care & ask them to give you a credit for the sim card. Honestly tho why even bother asking for a credit? Its $11 with taxes for a sim card. Not that much if you ask me anyways.
Pacific mall will not give you a free sim card & same goes with other stores. You will need to pay for it & then call Rogers & ask them to give you a credit for it.