Refund on contract not agreed to nor paid back

Dear Vodacom Customer. Your service ticket with reference number EC-1TXB-1CZ466 has been closed. Thank you Vodacom.

My query is not closed. Please send me an email with feedback. No one closed the query. Why can’t I get you to confirm in writing as a business. I will repost your poor service level as long as it takes for you to confirm in writing regarding the contract I did agree to and the proof I have of this. I need the money to refunded from Nov 22.