Overcharged and system not updating old paid bills!

I have been trying to call the City Of Cape Town billing enquiry division and everytime I speak to a staff, I get cut-off after roughly 15min chats? How are we supposed to reconcile outstanding payments if this is the caliber of service we get? A few days ago I spoke to an agent by the name of Mongezi Mawisa, just as we were about to finalise outstanding amounts, we got cut-off, I then emailed ********** NO REPLY? Today I called again and spoke to another agent by the name of Abdush Philander, I asked that should we get disconnected, he should please return the call to my number which I gave him. He said he would have to get permission for this? What kind of nonsense republic is this? I demand service now or I'll splatter this all over the internet, I promise you!