Dissatisfied Tenant

Last year December, My mom and I went to report the blocked drain to the department of public works. We were turned back, the manager telling us that the relevant team will attend to the matter as soon as possible. We waited until the the first week of January this year, when we got we were told the department doesn't have the hand gloves for them to come and do the job. My mom went to the office again in my absence, she was told the same story, gloves! Last week Wednesday, she went again, the same manager said she will be assisted today. When we arrive there, to our surprise, we were told we are ******* tenants. There was a letter presented to us, dating back to 2014, that we are ******* tenants. What surprises and disappointed us more is that all along my mom is paying every month as "*******" as she is told to be. The two officials left us just like that at the offices. Is this how the civil servants, working for the government, paying tax, paying rent every month should be treated. Please someone help us investigate Taung Public Works department.