No assistance

I have tried calling the city of Johannesburg municipality call center and one of the agencies named Mpho answered my call and she didn't even want to listen to my query she just didn't answer or said anything it's like I was speaking alone. I have been sending emails and calling the company to assist me regarding my query since February this year, even today I haven't received any help.. Not happy at all and I need to know my municipal balance so I don't know how am I going to get assistance