Disappointed customer

I logged a call with eskom call Centre on behalf of my mom in 2022 for a meter box fault, mter number ***, the electrician came and removed the box and placed the new one without the key pad box and told my mother that they will be back to bring the key pad, Reference number ***. No one came to bring the key pad for the meter box. I made a follow up with eskom I was told that there was a shortage of key pads, they will bring it when they have the key pads. No one came, this year September 2025 my mom visited Mutale eskom office to asked about the key pad she was supposed to received since 2022, she was told that she must pay R 6052-00 because she was not buying electricity since 2022. She explained that she logged a call they brought the meter box without key pad and promised to bring the key pad and they never did come back. She was told that if it happened that there will be a problem with her meter or pole meter before paying that amount no one will help her. I helped her to pay the money that R6052 because she was stressed out. After she paid the electrian came on the 26 September 2025 to remove the previous meter and place the new one with the key pad meter number ***, and told to visit Mutale eskom office to register meter, she visited the office waited on the queue until 16h00, she returned home without being assisted. The other problem is that when she bought the electricity for R100, the units are consumed without 2 days. she is using electricity for lights and fridge only, she uses firewood for cooking. She wants her pole meter to be checked, I called eskom today to log a call, I was on hold for more than 2hours, when I was in the middle of the conversation with the call Centre agent, she was complaining that my line is bad but I was hearing her colleagues another than her. The line went off. My mom need assistance urgently for the pole line meter to be checked, my mom is very old. She doesn't know how to log a call. Your assistance will be highly appreciated