Power cut off even though prior arrangement made

Last week we got a letter from Ekurhuleni Municipality threatening to cut off our electricity as bill was not paid, bill was about an amount of R3000 - my mom then took out R1000 and made arrangements to pay off the rest come month end. Yesterday 25/11/2015 we get home and find our power has been cut even though part payment was made just last week and arrangements made with them. She went this morning with R3000 to pay so that we could have our lights back (money got from me as I had gotten paid).. she paid early in the morning but up to now our lights have not been switched back on, when you call their land line and call centre it rings and puts you on hold until it hangs up or somebody from their side drops the phone! This is not right as they are so quick to switch off our lights and when payment is made they DRAG their feet! what I find appalling about this whole situation is that even when arrangements were made to pay bit by bit as my mother is going through a financial crisis at the moment - they still came and cut the power! They need to honour their part of the deal now!