Bad Customer Service

On the 1st of June 2015 i took leave at work and went to city of johannesburg to apply for the conversion from smart meter to prepaid, the lady by that was helping me required my copy of ID, Meter Number and the proof of payment which i provided and she told me they will send people within 15-30 days. In August i called to make a follow up and spoke to Mpho which was vey helpful and he promised to go and check with this Xolelwa lady how far they are with sending people and she told him that i need to reapply and fill in the application form, i sent serveral e mails to Xolelwa without her responding not even acknowledging my e mails, how can i reapply yet i went there personally and she told me everything was okay? until now she hasn't sent the people nor responding to my mails or atleast call. what kind of customer service is she providing? Please help<br> <br> Regards,<br> Puleng