Appalling service

I am a fairly new home owner,and very disappointed wit the service i received from the City of Johannesburg call centre. I received two sms's in connection with a payment due, however the messages reflected different dates with different amounts. In seeking clarity i called the call centre and that's when the nightmare began. What an appalling service I received. I spoke to the first consultant who only greeted and abruptly put me on hold with no explanation whatsoever! The second consultant by the name Nonhlanhla who also greeted fair enough but that was it. Eventually I got through to Noluthando who promised to email me a statement but I have since been waiting.. Now is this the type of service that one should receive? This is unacceptable behaviour that should be addressed promptly, as no client deserves such a mediocre level of service.