Metro Prepaid-Water

I am really so frustrated now at Metro Prepaid water account. My tenant contacted them earlier this morning and she was given two token numbers. None of them worked. I’ve been trying to contact them since about 9 this morning but the phone goes over to voicemail. I’ve sent them a WhatsApp to which they responded, yet 2 hours later the tenant has still not been contacted. How can you as a business have a 24 hour number and no response is forthcoming. This is so, so frustrating. Disgruntled client