Extremely bad service

On the 23/07/2018 I tried calling City Power to follow up on their action plan since its been over a month now since my mom does not have electric but after holding for an agent for about 20 min I got cut off. I then decided to send an email to Lanasia branch manager with a hope of him intervening its sad to say he still has not made any means to contact me back or assign some1 to do so and my poor mum is still without electric. Here is my email to him: Dear Mr. ....... It’s been over 4 weeks now ever since my mom had no power where else other sections of the same area (x2) has it. She was told that the faulty transformer that she gets her electric from won’t be repaired due to new residents that has performed *******ly connections on. I don’t understand why should she suffer so much for something that is not her fault not in her power to control. I mean if your office knows of this ******* connections why not deal with the guilty parties the legal way instead of making innocent people suffer this much? Why don’t you come up with solution for affected parties?

My proposal to you is rather arrange generators/ for her and other + - 4 householders affected by this.

This cannot go on like this obviously if she had money she wouldn’t complain about it but this is to show that she needs you to please intervene.

I'm really wowed in a very negative way by their poor service. As I'm busy typing this I'm holding for them to answer their phone since 01:51pm and now is 02:20 and still no help. What else should I do to get help/reference number for this query?