No electricity for loyal customers

I live in Rockville Soweto, we have been without electricity since 28 May 2019 due to transformer bursting, an eskom technician came over to our house to check if we do not have ******* connection and since we are using pre-paid meter and buy electricity monthly, they found no fault, we asked what the next step will be and we're told they will report the matter to their office and we will hear from them. We have been calling and trying to get assistance to no avail. We were disconnected from the transformer that we were initially connected to and when the disconnection was done no one informed us. Is eskom saying saying we should get ******* connection since they are not helping us. What is the point of being loyal to them if the cannot help.