Highly disappointed

I experience a power outage on Sunday during the day, I realised that my electricity meter lights had turned red. I immediately thought I should call the City of Tshwane offices so they could assist, I called and was given a reference number by an operator on that Sunday. On Monday morning I woke up and went to the offices in the Pretoria CBD and I was told that a technician had been dispatched that morning and will be at my place"anytime from now ", from there on I went home and to date I'm still in the dark and waiting for a technician. I don't know how many times I call and I'm told the same thing over and over again. It's Wednesday night today and I still do not have electricity and I can't tell you how many times I call for assistance but nothing's being done except being told that a technician by the name of Elias has been dispatched.. The operator that I get always tells me the issue has been escalated but I don't know if that even helps. I have small kids that need warm water as it's very chilly in the mornings, I struggle to even make food for them, food I've also lost due to not being refrigerated. Can we please be assisted.