not attending to clients on specific times

I am a customer with a prepaid meter. I have reported twice that I am unable to load my airtime for electricity as there is a problem with my meter. Every time i phone *** they tell me that my query will be looked at and sorted between 4 to 8 hours when a technician can attend to it. This was from yesterday morning. I have a new born baby and a 3 year old child in my house and my electricity went off yesterday due to my airtime being finished. I have however R200 to load airtime to my machine but my machine is faulty and i am waiting for City Power technicians to attend to me. When will this happen. I have no idea but it seems like they dont care if customers is without power or if they have little small babies that must also be without electrcity due to poor service delivery. When i go on their website to check my reference number then it says for the 2nd day that it does not exist. How on earth do they work and operate if they cant even have decent service.