ESKOM A FAILURE

I reported a fault with ESKOM with regards to power failure in my house. The next day my neighbor had same problem with electricity. I assisted her to log the fault, she was not given the ref number since we didn't complete talking to ESKOM representatives. Hours later,ESKOM technicians arrived at her house to restore electricity without her being in possession of reference number as per ESKOM policy. I confronted the technician to get clarity on how possible can he help someone who didn't report and avoid the one who did,his response was,it's none of your business. ESKOM IS FAILING ITS CUSTOMERS.