Bad service

I tried calling the call center no answer you wait till 30 minutes. I even emailed n SMS no help. Our box got broken we had no electricity for 4 days n we have kids n very young in cold and we can’t afford having corona because of being cold and harming the kids. What’s the point of having a call center that doesn’t answer our calls. My number is *** our street address is 1488 mashiyane street Zola north