Ethekwinin Electricity department estimating bills

I sent meter readings to this email address, ***, however, ever month I get an estimated bill from Ethekwini Electricity, can someone assist and explain why no one is reading these emails and not capturing the information on their data base so that we can get proper bills and not ones that are estimated. a/c no ***, someone please assist Ethekwini Electricity department, they are surely lost or are just getting paid to do nothing.