Call Closed with no Feedback

I have had my handset double charged on my account for three months in a row now. I called the call centre and they escalated the call over a month ago. Today I get an sms stating : "Thank you for your support, Your Query with Ref Number ***X has been closed". I was not contacted at all and no feedback has been given. I am not going to call a call centre and be put on hold for hours again just for them to close the call with no feedback. How do I get this resolved ?

Vodacoms customer service has gone from being fantastic a few years ago to now one of the worst customer services I have ever had to deal with. Pitty as I was a very loyal customer for 15 odd years now but will not be renewing any contracts with Vodacom again.