We have been reporting our fault meter box for years to no assistance

We have been reporting our fault meter box for years to no assistance. Last month I went to their Duiwelskoof and polokwane branch and I was told they no longer assist people. I was given their useless WhatsApp chatbot number. Seeing that I am not getting assistance with the chatbot, I contacted their call center whereby the number is not a toll free and you hold or you are on the queue for over an hour and after that you don't get a solution except that they give you a reference number that you need to make a follow up after 14 days. You still need to be on the line waiting for your turn, wasting airtime that you don't have only to be told there is no update on the system. Why is eskom frustrating us? Imagine if you are an elderly or unemployed to make this costing calls? This is very bad