Eskom unwilling to work with consumers

We previously had been receiving incorrect billing due to monthly invoice usage amounts being estimated and no actual readings being taken, this had been going on for many months, querying the problem has in the past resulted in our supply be cut off and were forced to make payments to have it switched back on even though after many calls and emails, finally got a supervisor at our premises who completed an Audit resulting in a credit being passed for the amount of R241000.00. and it was found that the readings were being "estimated" and not accurately being taken from the meter, for 3 months now we have followed up through phone calls and emails again, have had the query for the refund escalated and continuously get told that we will be contacted, which has not been that case to date: We have been invoice an average amount of about R1700 a month since the audit done and credit were passed and this month we go back to the previous problem and have been invoiced for R29000 usage, All avenues, which include phone calls, e-mails, Eskom App and Eskom Website are all set up to favour Eskom and all the ways to "make it easier" to pay them, but none which favour or even make it easier to get back what is owed to us as consumers, even the option of checking logged queries on the app, provide nothing more then a reference number and no option to open up the query and respond to or follow up, worse yet, is that all the logged queries, show the query as closed! How this can be closed when the problem has not be resolved is completely unacceptable and the only way to try to resolve it is to repeatedly call Eskom which does not seem to productive or fruitful to getting a resolution, most recently been told but the person in customer service and i quote: "They can see all the communication, and that we must stop contacting them now as it has been escalated and we MUST WAIT for to be contacted." Add to this we have personally done our part to aid with over usage, by installing solar geysers, gas stove and LED lights etc But it is in fact, based on all of the above info that Eskom are quick to demand, spending a fortune on media to get the consumer to do the bit to help, but are in no way willing to reciprocate.