No power since 6am

At 6am our power went off ! Thinking it could be load shredding we thought nothing of it! We then checked to see the load shedding tomes an we weren't scheduled for LS ! We called to complain at 8:20am an the call center told us they would send a technician out , an that the turn around time is uselly 4hours ! It's been 12hours an still no powere an no technician has come to see what the issue is!!! Ref Nu : cpweb651796