Subjected to live without water for four days and counting

I bought a water prepaid meter with the company stated above in June 2020 and selected a maintenance & service plan with my meter management. On the 25/08/2021 we reported that the meter is faulty and we were told that we will receive a call from their customer service by their technician, hoping the matter will be resolved soon. The Prepaid meter, controls access of water to the whole house which means that when the device is faulty there is no water in the house. I called several times, sent several emails stating the urgency of the matter where there is no water to Drink, Wash or flush toilets in the house where there are children for now 4 days even today there is still no water.

Furthermore every time we call them we have to hold on line for more than an hour in their support contact center ***) and even now we have not been assisted, there is absolutely no water in the house yet they debit money from every token bought.