BAD CUSTOMER SERVICE

I am really not enjoying being a Vodacom customer, I don't think Vodacom cares about customers or the service that they give to they customers. I was told I will be contacted by higher management but still nothing what surprising even more is that now am getting an SMS saying Dear Vodacom Customer .Your service ticket with reference number EC-1TRN25lXEK has been closed. My home router is still not connecting ,no refund has been allocated to me and still the close my ticket .SOMEONE TELL ME HOW DOSE THAT HAPPEN WAIL AM STILL WAITING