Lack of understanding and horrible service

I spoke to Lester on the 25th February who advised me that he would lodge a complaint for me for Vodacom travel which he didnt.I called in a week and had to lodge it and now I get an SMS to state that I should contact vodacom travel but I'm not even provided a proper email address.I keep getting referred to the terms and conditions but where is this secret t&c that I cant seem to find.I redeemed a voucher using my vodabucks for a flight and when I attempted to book I double checked the price on my side and it was exactly the same as the internet.When I asked the consultant about the discount she said that it was app**** but there is a R250 fee that is being charged per a passenger.I checked the terms and conditions on that website and it is applicable for changes or cancellations.I redeemed 750 vodabucks for the R500 flight voucher and all I want is this back.When information is not disclosed to a client that is called dishonestly.I am not making any further calls and want this issue resolved alternatively give me your ombudsman details and I will gladly ask them to assist.