Really shocking and worrying

I have a municipal drain in my yard. It was blocked and i logged a call to have it unblocked because it was spilling human feces into my yard. The ref num: ***. They came out to resolve the blockage and advised that they will call out another team to come clean out the feces once it has dried in about 2 days. 2 days later i called and the call was closed. I called again and they didn't want to escalate to get the team out to clean up. The call centre kept on answering calls and not speaking, i waited over 10 to 25 minutes to speak to someone and they would tell me to hold yhey will escalate and drop the call. I decided to log another call and this is already 7 days after the drain was unblocked. The ref num: *** logged just for a clean up crew, as we have old people living on the property and they arent able to even open their windows in this blazing 31°C weather. The team that was sent out to clean up, came with 4 people of which 2 of them came in, looked around and told us they dont have bags, they will fetch them and return.................never to return. It had me back trying to escalate the called call and all i got was people telling to hold while they escalate, but it delt like they were having me hold so no other calls would come through to them. These periods of holding was longer then 15 minutes. I am really worried that we have people that is sent out to do a job and if they dont feel like doing it they can just leave and there is no repercussions to follow. We are heading in the wrong direction, it is feeling like this country is falling apart.