City Power keeps sending WRONG READINGS

My mother has been trying to get her accurate electricity reading from the city for a few years now and even if they send people out to come and read the meter, they still load estimates. It states her meter is currently at 69,380.617 her actual reading is around 54 268.97 she is being charged for about 15 000 MORE and even if they come out and read the thing the keep sending Estimates