Poor Service and no information

I woke up 3am to no electricity and thought that it might be load shedding and will be back on 3-4 hours later but to my surprise when my wife spoke to her mother, who happens to stay with us later the afternoon told her that there is still no electricity. I then called the call centre at 15:48 to find out what is the problem but the first time i got through after holding on for 38 secs as per the voice alert the called got dropped, I then called again at 16:07 and 1min 13secs later the call was answered but no one on the other line and I stayed on the line for 6mins to see if someone will wake up on the other end but to no avail. I then attempted the 3rd time and 32secs later , finally someone answered and when I told her the problem she put me on hold to find out and just told me thatnit was load shedding which I disputed and I got put on hold again and 2mins later spoke to Tumelo who gave me a BS story about the substation that has a problem when returning home I stopped at both substations in the area and there was no technicians onsite to advise if it is infact the substations. Clearly the call centre has no clue what is happening and have no sense of customer service