Poor service from Eskom

I came from work around 19:00 and found no electricity in my home but other houses they have, I called eskom call center and music played for 30 minutes eventually I called their crime number and it was answered. I explain my problem and frustration and lady (Lerato) claim she can’t give me ref number cause they are offline and I will b helped the following day as if that is a good thing. Last week same thing happened and I got same response, I went to their office the following day (Empangeni) was given ref number but no technician contacted me