Eskom poor service and no feedback

A faulty pre-paid electricity reader was replaced on 26.10.2020. The old reader still showed 1300 units on. The owner of the residence was promised that the units would be transferred over to the new prepaid electricity reader. Numerous mails was send to the the Customer Service e-mail of Eskom with absolutely no response or feedback regarding the call logged with them. As electricity is very expensive and the owners are pensioners it will be fair that the electricity units are given / loaded back to the owners