Poorn Service

I have logged a call with the Tshwane Municipality ref 65/20 due to power failure on Tues morning. No one came to assist I went to their offices Rosslyn Electricity yesterday with the pad unit box that is giving me a problem I explained to the to say I need it to be changed since every time I need to load units it does not take it until I log a call which they told me they take 48 hours. Its always the case with me alone in my area. They promised to change it after I left the old one with them, they came to my house there was a child with an old one which they cant even use it to load but they using the one outside the street, meaning they are also struggling I need to have it and if its a problem changing it let them tell me I will buy it. Can they please explain to me how does it work?