Eskom Sebokeng bad service

I've been going to Eskom at Sebokeng to request an update on my account as I had previously overpaid the account with an amount of R10 000,I was told I would not be refunded but have to use electricity to that amount. To this date we have received a statement of account and when we go there they always make a copy of the last statement we had from them ams tale our contacts numbers and never receive any feedback.