Blocked drain

Good day I'm Lizelle Williams I'm writing this review on behalf of my mother.I have a blocked drain for 3weeks now I went to City of Tshwane Municipality to complain but they are offline.So I phoned the toll free number on Friday and they gave me a ref *** they phoned yesterday and said they will refer it to water and sanitation so they did.The truck came this morning and said the old lady must get a private plumber to open the sewerage.Since when must we hire private plumbers to open a blocked drain.My mother ask why does she pay for service and she does not get service.Another thing she does not owe City of Tshwane.