Water consumption reported and ignored.

I notice that our water bill has increased from the normal. I immediately reported the problem on there website. Did not receive any response from them. I could not give a date as they have installed a new program and the history is now off there new website. However a few days later after not receiving any response i phone the EMM service call center to report the problem and received a reference no. No response what so ever. I contacted my tenant she got hold of the DA councilor who visited the property and ensure her that this is a municipal problem and he will get hold of the person in charge to correct the account. (Just for further information this property is next to rand water tower which exploded water on our property at that stage and this is when our water problem started. They also at the same time building the new tower next to the old one.) This account just increased till April 2019 and standing at R103644- Our tenant was in communication with the councilor the whole period who ansured not to worry the account will be fixed. I decided to visit the ekurhuleni in Benoni. Did not want to hear my story at all. she told me to get plumber to find the leak in the pipes and bring in invoices. irrelevant the fact that i reported the problem on their website and phoned their service call center. Don't want to listen I was now told the they will only refund a portion. Which they did. the account is now on R78320-. I just feel if they responded to query when it started and my phone call to service call center this account would not go up to the amount that it is on now. They are indirectly responsible for this high bill. We are paying for a service and they don' t deliver and appear to arrogant and no care about the citizens.