Pathetic Service Levels!!!

My mum has been trying to get a credit on one of her accounts transferred to another account for the last 2 months now. I have emailed their customer care and they were very quick to deal with my query to set up her online accounts but have since gone radio silent on a simple request to transfer a credit. I have sent about 7 emails to a Nomhle Tshabalala and to their main email address but Nomhle has simply decided that she will no longer reply to an email from a ratepayer - which is essentially her job description. I was told in August that the matter was escalated via email but clearly this office's definition of the word escalation and mine are world's apart!!! Can someone please revert to me urgently otherwise I will continue to publish on this platform until my request is at least rep**** to!!!