Incorrect feedback irrevelant to the query

Still not happy with the type of feedback I'm getting.The issues mentioned below are very irrelevant to my remaining query of charges of R800 for hot water on monthly basis in one bedroomed flat? Can I get clarity of how they came to this amount that was R300 initially and not indicated in my contract and increased suddenly? There's only 1 meter for the entire building? I have a right to know as a client how they came to this amount that changed suddenly? Can the query be escalated to a senior person as the credit controller is avoiding my specific query of the amount of R800 pm this is for hot water and penalties app**** by Nqobile inspite of my queries for that specific charge, I need to know how much is hot water per month I need to see where the readings are coming from? The pipes are irrelevant period for feedback expired as you failed to give feedback at the right time I managed to get feedback from the area manager through my efforts as feedback its a problem from your side, I'm now given feedback that is not relevant to my query.I need response re charges for hot water, that's the main issue in this matter I would like to have a break down as I excluded hot water only.