Closing calls with no resolution

I have logged two call with Vodacom concerning the quality of the LTE connection. We used to have no problem with the connection, but lately we are experiencing bad connections and bad ping results when testing. Both these calls was closed with no resolution from Vodacom. The worst is the call get closed with this message. "Dear Vodacom Customer, we trust you enjoyed the service experience. Your query with ref number 1- ********** ********** has been closed. We value your continues support as Loyal Vodacom Customer" "Dear Vodacom Customer, we trust you enjoyed the service experience. Your query with ref number 1- ********** ********** has been closed. We value your continues support as Loyal Vodacom Customer" They are correct in one thing, I am a loyal Vodacom customer now for years, but this is absolutely unacceptable. Closing call with no resolution? Why do we then log calls and why do they then have SLA's. It just shows me what they think of my loyalty. I have proven the fact that Vodacom have a problem with there routing as I tested the same links with a VPN connection. I get 240-250 ping results with this router at the moment when connection to overseas servers. I used to get ping results between 180 -190. When I use the VPN connection rerouting and giving better routs I get the 180-190 ping. This is the reason we got the router on a contract in the first place as the connection was really good. Now we are not getting these results. Not once have an engineer contacted me in connection with this problem. No they just close the call.

Johan Gericke