Walk in safer than phone call?

Called Region E to talk to Thandiwe in the accounts department. Two phone calls in the morning, no answer. The general number *** was not answered. The region E call was answered at 12h40. I requested to be put through to Thandiwe and the person said that it was a walk in center and calls could not be put through. Yesterday I went in to register a dispute on my account. Official came back to my house to read the water meter to verify that the meter had been incorrectly read. The incorrect reading meant that I was being charged for an extra 100000 liters (an extra R6500). No registration number of dispute given. Driving in now to get the dispute number. So in a COVID lockdown I cannot call (safe), but have to physically drive in (less safe) and interact with many people, customers and staff