Unprofessional

My aunt reported a power failure on Christmas Day she has no lights till today. We called in several times and after a long wait they promised to come the next day which they did not. She spent Christmas Day in the dark her food has rotten in the fridge due to no electricity power. She called in again and was told that they waiting for an approval from their supervisor for a technician to come. They’ll only be able to come on Monday. Why on Monday if there are people in duty . ***