3 Days and electricity

We have electricity outages since Saturday afternoon, we called and got a reference number and NOTHING ELSE..... What frustrates me is the fact that we buy this electricity and when we call to report an outage we don't even get an option to speak to a consultant who can at-least explain what is happening or if its being attended to ........ Just nothing....... Its cold and rained the whole weekend..... Bull**** service .