City of capetown municipality refusing to accept the arrangement from clients they deducting 50% of from electricity purchase. Help

After several days of running up and down between Brackenfell and Kraaifontein municipality the issue has not been resolved we are in arrears with our municipal account and has asked several clerks at the office whether they can remove the hold from the account where the city deducts 50% of the electricity purchase and we are willing to pay a monthly amount of R3000 plus the municipal bill on the 25th of each month they simply refuse to do that we are struggling with the buying of electricity every day we buy at least R250 and only receive 16 units for a R100 after being referred by the supervisor at Kraaifontein to contact the call centre they still refusing to assist us and said in needs to be done at the municipal office so my question is where to from here as some of the clerks do not know how to treat the clients with respect they really need to go for training .Its not that we dont want to pay the amount owed we just want to pay it monthly and have a breather to receive the full amount of prepaid electricity anyone out there that can assist please do .