Electricity outage

I called the City power ***)on Monday the 13th July 2015 at 12:01 PM to report that our cable was cut off from the main pole and we do not have any electricity supply in the house. I share a pole with 2 pensioners and they also do not have electricity, i was told that the turn around time is 1-4 hours and was given a reference number :***5. We waited since we understood that they may come on the following day, i called the call centre again on the 13th at 15:18 and was told that the query hasn't been sent to a technician. I called again on the 14th at 14:12 and was told that the query will be sent to the next available technician,and again at 17:42 i was told that my query is still open. I called again today the 15th and was told that today they were going to fix the fault no matter what, i called again at 19:34 and the consultant said they were offline and could'nt attend to my query,now i'm on the line holding and trying to get through to the call centre but the ivr keeps on saying i should hold they are experiencing a high call volume and i've been waiting for 25 min and counting now.Is some1 supposed to be injured first from that loose cable before it's fixed?