Eskom costing us

We have been contacting eskom about our meter box, the first thing they do is to close tickets without assistance. After the meter box was changed they did not put back our units we had on, we called and were told , that we would receive an sms, called again and we were told to email the yellow slip to email to ***, ref call: *** the immediate pop up message said we would be contacted in 7 days but no calls. I called again this morning, now the lady tells me a different story that I should go to any shop to claim with the yellow slip, but we having been buying electricity with the yellow slip, I am quite the shops would've let us know that there is units we should claim from them. She did not give a reference number, only said that someone would call me. *** is the number where we never receive assistance from option 7 for eastern cape, the eskom app has been downloaded as well still no response