money making scheme

Last month I complained about the water bill that was double the usual and I received a reference number and till today there has been no feedback, this month again, for all the other months my hot water has R200-R280 and all of a sudden it went to R480 and no one was able to answer as to why all of a sudden and this month it is still R480 and nothing has changed when it comes to my water usage and i still feel like I am being ******, each and every month I have to call the office for complaints and this is not healthy, they have an office full of consultants yet they do not have answersand right now they are not picking up the phones