deduct money to let your refund be 0.00

I've been trying to get my refund from Eskom for over 7 months. They keep deducting money, and I keep getting final account emails but the money don't get into my account. I needed to go to the bank to get the stamp on the form since that exercise where completed they still send me final accounts now they still can't tel me when my refund will be payed out. I personaly think they want to leave me with nothing, when you can't pay they just cut your power and when they ow you money they keep and deduct money like if you won't need it. Am sick and tiered. I've been of the premises for over a year Now so please wake up !!!! And start to deliver results please Kind regards JC Human