Poor customer service

Good day. I live at Nkululejweni Location at Mount Fletcher in the Eastern Cape. In my part of the location we have been having electricity problem every day every evening. We log calls they come fix and leave without explaining what the problem is. On sunday 21/06/2019 electricity was off for the whole Mt Fletcher town for a few minutes but on and in my location it went off again and then smoke came out from the tank on the pole but didn't burst but came back around 9pm but very weak. Yesterday still it was weak up until around 1 when it went off up until now. Just before it went of the technician came checked the pole and said he will come back and another one with the same coming back story in the early evening, no updates nothing said to the affected house owners. We are truly suffering as food in the freezers is getting rotten... I logged a call at 7am today, given ***. I want to know when are we going to have electricity? If the transformer is damaged when is it going to be replaced? As I have explained that every evening we have no electricity, what is the cause and when is that going to be fixed? If the system need to be upgraded to heavy load maybe, when will it be upgraded? Or whats the procedures to be followed for it to be upgraded? I hear people saying we will wait for long for the transformer to be ordered, how long is long? Kindly intervene urgently and teach the technicians to inform the person who logged the call about what was the cause of the fault and what is going to happen (as good customer service requires)

Hoping this will reach your best and urgent intervention.