desperate for help

there is a new rule in ethekweni municipality if your rates are in arrears they block your electricity and prepaid meters if ypu prepaid even after you sort out payment and arrangements they refuse to unblock as they say there is nothing they can do they sent emails to unblock it takes 30 Min after order is given to block but after emails sent tp unblock days go buy without it being unblocked as i type this they refuse to unblock our meter saying there is nothing they can do. Once the units have run out we *****ed because you need electricity to recharge and nobody is prepared to assist you. Were are our rights in this country tp electricity and water basic human needs . I am desperate now and not sure who to turn to to freezing and lights will be out soon. Please can someone assist me