Bad customer service regarding electricity supply

Eskom self service is not functioning and their call centre is forever not taking calls,just music playing ..every day at 18:00 we experience power supply problems and I have been reporting every day,the whole area is dark and no one is explaining to us the reason for this!this is bad customer service to us as we are paying for electricity yet we don't get to use the power..and we are not aware of any planned loadshedding