a faulty meter box

This morning just after 10am my brother phoned City Power to report a faulty meter box because the electricity just went off. He was asked the number of units that were left on the box, he was given this reference no: ***5 and told that they will fix it within 5hours. He phoned again after 5hours and this time he spoke to a lady by the name of Lebo, she told him that she doesn't know when it will be fixed. She said it can fixed today, tomorrow or in a the next coming weeks. My problem is that, why did they lie and tell him that their technician will come and fix it? It's 21:50pm now and no one from City Power has showed up. We are the only house in our street without electricity. I'm so upset and dissapointed by their customer service, they are taking people for a ride and not taking their work seriously. How long must we survive without electricity now? This is unacceptable.