ESKOM WILL NOT HELP A PENSIONER!!!

My Mother is a pensioner doesn't earn a lot of money, we moved in with her during the locked down to help her with her bills. We received a bill in June saying the account R14,146.60 and she would need to pay in order to avoid disconnection. Eskom hasn't been to our property take a metre reading they going an estimate readying which isn't fair. They send a contractor out to disconnect us and we get charged an additional R1,000 on the bill this isn't right. Called the call centre get told due to bad payment a payment arrangement cant be made and we will have to pay that full amount we have been paying R2,000 each month ive even went as pay 7K but the bill is still high and there is nothing they can do for me, my mother is getting sick over this and shes old I cant have the lights cut I work from home and I have a small child we all recovering from Covid my husband and I will take over the bill to pay but we making contact told people will call us but nothing happens!!!!