3 years and waiting no help from govermennt

So my auntie who is a pensioner has been asking for 3 years now for a prepaid meter as she cant afford residential monthly bills with her pension...They told us at the municipality to fill everything in and they even checked it and now a month later i got an email saying its cancelled cause my auntie over 80 years old which was told wot to fill in filled in wrong but they checked...So the govermentwants her to lose her house basicly cause for 3 years nobody wants to give het prepaid meter do these people have any hearts or wot