Prepaid meter nightmare

Our prepaid meter (keypad) stopped working at the beginning of April 2016. I went to the electricity department to report this and was told someone would come to fix. Someone (Zulu) arrived at my house at 3pm and he checked and informed me they need to put in a new meter. He then tried to call the office abut no one was available and he informed me that he could not do anything because he needed the new meter to be registered. He then let me know that the next day he would come back and change the meter and leave the prepaid meter keypad. This did not happen as promised. I then went again the next week and was told the systems are off so I cannot get help. My husband went the following week and was told the same thing. At the beginning of May we tried to buy electricity and there was an error (meter/card not registered) .My husband went again and was informed our meter was changed all this without our knowledge and no new card/keypad. Now they want to give us a new card but that means we are going to lose the units we had before the issue and the R800 worth of units that we bought since Zulu is saying he does not care what happens anymore. This is totally unacceptable it is their faulty meter so why must I as a customer have to struggle so much just to get it fixed?