Excess water bill and reversals

Since the year has began, our water bill has increased significantly. A couple of months ago, we noticed a reversal of R2000. When I went to the offices in Boksburg, I was told that the Finance team sits in Benoni and they will not be able to assist with the query and was asked to pay the bill as per the statement. This month, the same thing has happened again, bringing the water bill to R7000. How is it possible for rates and taxes to cost this much when we are on prepaid electricity and what are all of these reversals for?? I am tired of taking time off work to go to the offices in Boksburg only to be told, they cannot assist me. I'm desperate need to assistance. I'm tired of this municipality!