Terrible Customer Service

I am appalled at the City's Customer Service. The power in one section of my road went off around 1am and we initially thought it was loadshedding. But when I woke up at 8am with no power still, I realised there is a problem with the power. I immediately called the city's call centre and was placed on hold, this was at 0805. Initially I was told waiting period is 37min or alternatively I could send an sms and leave contact details. I chose to hold and also sent an sms. It's now 1hour 30min and I am still holding. No response to my sms and my place in the queue is stuck on 8 for the past 42min. This is really pathetic service. It is not like it's free for me to call the city. I need to know why I don't have power and for the city to fix it soonest. I pay my rates on time so that I can get better service than this. This is not acceptable.