ESKOM accounts

My account is in credit but they disconnected the house electricity. No documentation, email or telephonic received regarding the fact that they are to disconnect. I have been on the 0860 line for 1hr, disconnected and redialled after 2hr it was answered only to not be able to converse with the consultant as I was not able to hear anything. Recalled and now waiting 45min and 2nd in line. The 0860 is pathetic and why must all provinces dial the same number. Certainly they could have each province have it's own number. They will not replace the food in my refrigerator /freezer?