DISAPPOINTED CUSTOMER

I have received a monthly statement on the 24th October, after going through it I noticed that I was charged twice for Water and Sewerage. I queried it on the 25th and was told that an urgent request was made and will get the feedback latest Tuesday 30 October 2018. The transactions shows water charges of R113 and 130 whereas sewerage charge is R60 and 71 respectively. So I am confused as to what is it that they going to charge on the newly requested statement and if so based on what? cause there are two amounts on both items.

I am sickened by the fact that after waiting for so many working days a big company like these is unable to take heed of their bread and butter customers. I am deeply hurt as there is no sense of urgency even after following up patiently like this. Disappointed!!!