Customer Ignored

My Electricity box stopped working and now we do not have electricity. Today marks my 5th night (day 6) without electricity in this cold. I have called in and they have been promising to send someone within two hours since the first day I called. My meter number is *** and the reference number is ***. On the second day I saw an Eskom van passing by my house, and i stopped them. They said that they cannot help me because they were not sent to my house. I am in desperate because I live by the paraffin heater and its dangerous for kids. Please help me.