Water outage

In the last month the water has been off at our house for more than 16 days (it's only the 23rd today). We have had no water since Saturday. On Monday i reported the matter (the online numbers did not work over the weekend). I was assured it would take less than 48 hours for someone to come and check. I waited patiently for 48 hours. When i reached the 48 hours yesterday i called through. And again 2 hours later and again 2 hours later. My fault is still listed as a level 1 fault which means they will send through a computer request for service. No follow up is required. It has now been explained to me that i will only move to a level 4 emergency after 120 hours when a single email will be sent to ********** CCT have explained the problem is with Aqualoc (although no-one has been to check what the problem is yet) .... but anyway being proactive i called Aqualoc in JHB, their head office, and was told they are NOT contractors for the CCT and will not be visiting my home. I called the Ombudsman - sure they will respond to my email within 3 - 5 working days. REALLY???? Is this the best CCT can do???? Anyone HELP!!!!!!!!!