Midcity overcharges even when 9kl has not been exceeded. Bad customer care service

Midcity Utilities incorrectly billing. City of Tshwane has fixed fees for water usage of 9lk or less however midcity charges you even though usage is 9kl or less. I have sent several emails but I am not getting a response to explain the extra charges. Why can't you atleast respond to emails? Your customer service is the worst. First email sent was on 23rd September, Ricardo Abersalie responded a few minutes later requesting clarity to my query, I then responded but they have failed to respond to any of my emails afterwards. I have not paid my account yet because I was expecting a response from them. I know they are quick with threats and switching off electricity but they can't respond to customer queries, I have also experienced the same previously. Body corporates should avoid Midcity at all costs. I would have given a 0 rating if I could