Horrible service

This morning my mother went to the council office in Lentergeur to pay our water bill. We get told to pay before the 7th however never get a water bill before that time in the post. The staff usually check on the system for her and then she makes the payment. Last month, she did the same, because no bill was received she went to the council office and asked the male cashier for the amount and he gave it and proceeded with the payment. This morning my mother stood in a long queue, yet again no bill received, eventually it was her turn and she was told by the female cashier, they are not allowed to give the amount and my mother must have her ID to make a payment, to not only my mother's surprise but many people waiting in queue as well. This last refused to give the bill amount and take the payment. My mother who is elderly walked to and fro, we live in Woodlands, this was quite a distance. The previous cashier's never asked for an ID to be provided. They simply just assisted. If the payment policy changed we were not made aware. The City of Cape Town are quick to switch people's water off yet refuse to take payments from individuals who actually want to pay. This is despicable service. My mother was very upset and still is. The COCT need to get their house in order, we pay our bills and taxes to get treatment like this? Disgusting to say the least.