Faulty prepaid meter box

My mother who is a pensioner has been without electricity for more than 2 weeks now. I reported the issue of her meter box not working around the 14th and I was given reference ***. When I call Eskom requesting feedback, they are telling me they are investigating the meter box because she buys less electricity. I told them the reason she buys less electricity is that she stays alone.I called this morning and they are telling me they are still investigating.I asked them can't they investigate without shutting down her electricity.We are talking about an elder person who stays all by herself and who's asthmatic.