Service Delivery Not Met

On Monday we contacted the Eskom call centre to come and assist with our new meter box which had tripped the electricity. We were told help was on the way,we are still waiting for assistance after 4 days with no electricity and 7 reference numbers from calls we have made. I live with 2 diabetic grandparents who both need the correct nutrients and food,we have had to throw away spoilt food after my grandmother collapsed from not eating and landed up in hospital. I made Eskom award of this but every time we call it's alleged that the case has been closed because it's been resolved where as no agent has ever arrived a since the logging of the incident. My question now would be do we need to wait for death in the family first to get assistance from Eskom?