Vanished airtime and Data

hi this is the second time i'm seeking help from Hellopeter, vodacom closed my query without my knowledge and without even explaining to me what the issue was, i feel they are just taking me for granted despite my loyalty to them and all the years i've been with them and the business i'm giving them. this is the ref number for the query they just closed. REF :***, can someone from vodacom assist me or just tell me to get lost.