Pathetic lack of customer care

I couldn't see how to give zero stars. Pathetic "serice". Quick to send out and chage for final demand notices, but in reverse when it comes to listening to customers. It's been a long process, about a year, of me posting queries on the etshwane site about an amount showing as in arrears on my account. Not once did they get back to me. They did not even assign a reference number to any of my queries. Now, when I called today, I was told that they can't do anything to help me because I don't have a reference number! Unbelievably, they say it is my responsibility to get a reference number! Must be great to have a monopoly.