When Ekurhuleni gives you bad advice and you need to use your money to solve it!

I brought a house around 2014\2015 in Kempton Park. The first bill I received from Ekurhuleni was split with electricity charged under my name and water under the previous owner. I called in to find out how to deal with this and I was told that I should just pay both accounts and the split billing will be sorted out and I did exactly that paid both accounts. Later I learned that these are called “Tenant accounts” and soon they will be shut down and people should make the proper arrangements. Upon going in and requesting this to be fixed I was told that I owe X amount of money. Some of it I knew I owe because of skipping payment a couple of times and the rest I was told it’s from the fact that I have never been charged water. The previous owners account is seating at about 8K positive that I have been paying (as per Ekurhuleni’s advice) and is not credited to me and I am told I need to bring proof of all the payments that I have made. I tried to explain that these payments were made at the shops and I can’t find the receipts… long story I am told that it’s this way or getting lawyers involved. My only question to the Ekurhuleni Customer care Agents As paying clients are we doomed to suffer because of your workers incompetence and poor systems?