City of Johannesburg Municipality confusion

Other 18/10/2022, my wife app**** at the Roodepoort Civic centre for an electric prepaid meter.

On the 07/11/2022 the prepaid meter was approved and my wife made the payment at the Roodepoort Civic centre offices.

However, our November account reflects the charges for the Prepaid meter - Refered to as Down payment Request but there is no reflection of the payment made.in either the November or December statements.

We have being making payments into the new meter by means of online banking.

As according to our latest December invoice, we are still being charged for our electricity.

Previous attempts made to enquire about this was delayed due to no power at the Roodepoort Civic centre.

I managed to enquire about the situation today (09/01/2023) and informing them of the double charging for the Prepaid meter as well as their erroneous billing.

I was then informed that I had to go and purchase prepaid voucher (and provide them with a physical slip) from a Pick 'n Pay (or any other outlet) to prove that the Prepaid meter had indeed been installed then they could proceed with the required changes.

Relieved that this ordeal was finally in sight, I hurried to the closest Pick 'n Pay only to be informed that the meter number did not exist. This is difficult to understand as online purchases of vouchers could and have been made (see below).

My question is that why after supplying all of this evidence, they require a physical slip from a Pick 'n Pay (or similar outlet) before they make the required changes and to refund me for the duplication charge