Matter not resolved

I sent a complaint to Vodacom last week with regards to my daughters airtime. Everytime we load airtime she doesn't get her bonus airtime. Some arrogant agent from Vodacom asked me a few questions, he then said he'd call me back after investigating the matter. He never called back. Today I got an sms from Vodacom saying that my ticket has been closed. My question is how and my issue hasn't been resolved. I'm not happy with Vodacom at all...