Cannot get an actual person to email/phone me

I live in a rural area where properties are referred to by Erf number. The rates/utility account from the municipality reflects this clearly. No matter what I do to try and speak to someone about accepting this as verification after the initial rejection, I am met with a canned auto-response email. This usually happens after an average of about 3 days, and I have had 4 so far. It's extremely disconcerting to find out how difficult it is to engage with an actual person at Luno.