City of cape town taking an old woman for granted

My mother in-law had a fine on her electricity meter box which was cause by city officials by leaving meter box dysfunctional. She went to settle the fine at city of cape town fezeka offices, but when she buys electricity city of cape town still deducts 50%. She has been to the offices to report this several times with no help at all. She is a pensioner and this is costing her a lot of money