eThekwini - Happy to **** money from customers and then not provide services

A friend of mine has asked for my help. She's a pensioner and disabled. She app**** for the prepaid electricity meter in Jan 2020. Despite covid, they wanted their money upfront! She went to customer services and paid them in cash. Now, no matter how many emails I send on her behalf - 1 YEAR 4 MONTHS later - installation has still not happened and no one seems to give a hoot. Afterall money is in their account incurring interest for services and equipment still NOT provided to the paying customer.