Unhappy with City Power's customer service

To whom may concern I'm writing this email with a heavy heart. I'm unhappy with City Power's services in December 2024 our street meter box that feeds 6 houses got burnt and that affected our houses. Immediately we logged calls with City Power since we are the paying clients, they assigned one guy to come and assess the meter box. He just assessed the box and told us that they are going to assign someone to fix it once they've received the parts. We didn't have electricity for 6 to 7 days and they fixed the meter box, then we had electricity in our houses. I bought electricity worth R500, tried to load it and I couldn't when I asked the guy that was fixing the meter box, he said that I won't be able to use prepaid numbers since they've changed our meter number. So they changed our meter numbers without notify us which I feel it's wrong and unfair. I had 392 units on my previous meter number and R500 units that I haven't used. I've reached out to City Power several times and they told me that they are still investigating the matter they'll come back to me. I called them again today that's when they told me that the can't reimburse me because I was suppose to report it within 3 months. What puzzles me is that this matter was reported within 3 months and what annoys me is that no one told us this and how am I suppose to know this information if we were not told. I want City Power to reimburse me my units. Regards Charlotte Tsetsewa