Ethekwini have no control over their accounts

Ethekwini has been sending an estimation on the electricity account for months now. I have been sending the sms of the reading religiously every month and have not had a reply. I have also emailed it through and no help/ response. I had to go so far as to message them on their facebook page. Instead, the account is in arrears now and they are cutting the lights and water to the house. It is impossible to contact them as you hold on the line for over 30 minutes. And it appears that they do not respond to Hello Peter either. I have emailed the revline email address and am awaiting a response. When you do get hold of someone you are told that you are to send a reading through and they will update the account and if it is less than what they are charging, then they will adjust the account and you may be in credit. This has not happened. The worst part is they cannot provide you with a breakdown of the arrears. They have just lumped it all into 1. How do you get any answers from them?