Bad customer service

Hi there had a terrible experience it’s been months we don’t have electricity. Thing is there’s the Alfred system you guys have that elders don’t even know how to use and we went to Eskom the one near Mandeni which we were told you can’t get inside and get assisted what about the elderly and people living in the rural area how do they even know how this thing works. They don’t even see a consultant to explain to them they get informed by a security guy. Secondly on the chat I then tried assisting them but still that thing is automated and doesn’t even ask you your issue but tells you you will be in touch with you in 14 days doesn’t make sense