Callout paid for, but no response

My meter causes severe water hammer virtually no matter how fast the water is flowing. I contacted Metro Prepaid via their WA helpline on Monday 26 February, logged the fault and paid the callout fee of R1300. I was informed that the technicians would contact me within 24 to 48 hours. I waited two days beyond that time to Friday 1 March when I contacted them again via their WA helpline. The Metro respondent was unable to get a response from their technicians. I repeated the request for assistance on Monday 4 March and was told that the technicians had received the queries, but were not responding to Metro's phonecalls. I have tried the WA line again today at 16:00 and only received a reply from the Metro bot. Nothing further.