Meter box replacement

Two weeks ago I logged an incident for a meter box that was ****** at home in the EC. I have logged three incidents, the matter has since not been resolved.Today I called the contact centre & I was advised that the meter will be installed within the next 4-7 hours. I now got a call from a lady who didn't even introduce herself, I only have her cell number. She told me that in the EC you must pay for a meter box replacement. I called the contact centre to confirm this & they advised me that as far as they know there's no fee payable to replace a meter box. May you please intervene