Rates rebate disaster

I would like to convey on behalf of a pensioner her experience with the city of Capetown regarding her pension rebate. (Nov 2023 to Feb 2024).

After submitting her application in November and receiving an automated response further information was submitted in January as was done in years previously.

She was repeatedly told to keep paying her discounted rates amount which she has been doing monthly as the full rates amount was unafordable.After making numerous enquiries to the call centre she was told her application is pending and to keep paying the amount as she has been doing..Any amount owing on the account above what is owing will be written back after the new application is approved she was told.

On the afternoon 13 February her electricity was cut off. At the age of 95 she is now sitting without any electricity after paying her her monthly account every month I am completely speechless.