Poor service

I have a prepaid box at a flat letting. Last week I bought electricity units after my tenants told me they've ran out of electricity. It was a struggle for my tenants to put the units in. The lady from Jagertech then sent out someone to go check the meter. A while later my tenants called me and told me that the electricity was back on. A few days ago, a technician was sent, without my knowledge, to go replace the meter. The meter was replaced and my tenants lost all the units the old meter. I texted the person to find out what happened to the units since my tenants have no electricity now and this is the response I got "Yes the meter was faulty and replaced investigation is in place to determine how much credit was on meter so that the new meter can be credited" 10:35 and then "Sir the query is still in progress as soon as the matter is resolved you will be informed a new meter is installed and working they can make a purchase while there query is been sorted out" 14:06 and then "Hi our technical department is still busy with the issue is possible for you to buy electricity just until this is sorted. NRE did not give us the go ahead to buypass the meter" 17:23. This is after I've sent texts asking them what was happening and telling them that my tenants do not have money to buy electricity again. My tenants are currently in the dark and Jagertech is telling us to buy electricity after they never did a correct job of checking how many units were there before the replace, now my tenants need to suffer because of their incompetence.